commonwealth of massachusetts department of … dpu transcripts... · 2009-05-15 · 5 might i just...

FARMER ARSENAULT BROCK LLC

1

VOLUME 1, PAGES 1-197

COMMONWEALTH OF MASSACHUSETTS

DEPARTMENT OF PUBLIC UTILITIES

DPU 09-01-A

PUBLIC EVIDENTIARY HEARING, held at the

Department of Public Utilities, One South Station,

Boston, Massachusetts, on Monday, May 11, 2009,

commencing at 10:11 a.m., concerning:

FITCHBURG GAS AND ELECTRIC LIGHT COMPANY

SITTING: Laura Koepnick, Hearing Officer

Joan Foster Evans, Hearing Officer

Barry Perlmutter, Director, Electric

Power Division

Ghebre Daniel, Assistant Director,

Electric Power Division

Paul Osborne, Assistant Director, Rates

and Revenue Requirements Division

Shashi Parekh, Analyst

Donald Nelson, Analyst

--------Reporter: Alan H. Brock, RDR, CRR--------

Farmer Arsenault Brock LLC, 50 Congress Street,

Boston, Massachusetts 02109, 617.728.4404


2A P P E A R A N C E S : 1

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A ltm a n & A ltm a n1Ba r r y M . A ltm a n , E s q .

4 0 4 M a in S t r e e t2W ilm in g t o n , M a s s a c h u s e tt s 0 1 8 8 7

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fo r c o n s u m e r s a n d b u s in es s e s i n A s h b y , 9Lunenbe r g , F i t c hbu r g , a n d T o w n s e n d

10

11

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131415161718192021222324

4

M a y 1 1 , 2 0 0 9 1 0 : 1 1 a . m . 1

P R O C E E D I N G S 2

M S . K O E P N I C K : G o o d m o rn i ng . T h is is a n 3

e v id e n tia r y h e a r in g in th e m a t t e r c ap t i oned D P U 4

0 9 - 0 1 - A , a n in ve s t i ga t i on by t he D epa r tm e n t o f 5

P u b lic U t i l it ie s o n it s ow n m ot io n in to th e 6

p r epa r a t io n a n d r e s p o n s e o f F it c h b u r g G a s a n d 7

E le c tr i c L igh t C o m p a n y , d o i n g b u s in e s s a s U n it i l , 8

he re ina f t e r "U n it i l " o r "com p a n y ," to th e D e c e m b e r 9

1 2 , 2 0 0 8 w in te r s t o rm , h e re ina f te r "w in te r s to rm 10

2 0 0 8 . " T h is i nves t i ga t io n is b e in g c o n d u c t e d 11

pu r s uan t to G e n e r a l L a w s C h a p te r 1 6 4 , S e c tio n s 7 6 12

a n d 1 E . 13

M y nam e is L au r a K o e p n ic k , a nd I am o n e 14

o f th e h e a r in g o ff ic e r s a s s i gned t o t h is c a s e b y th e 15

C o m m iss i on . W ith m e o n th e b en ch , to m y le ft , J oan 16

F o s te r E van s , a l s o a h ea r in g o ff i c e r ass ig n e d t o 17

t h is m at te r ; Ba r ry Pe r lm ut te r , d i rec to r o f the 18

E le c tr i c Pow e r D iv i s i on; D o n a ld N e ls on , ana l y s t w i t h 19

t h e E le c t r i c Pow e r D iv i s io n ; S h a s h i P a r ekh , ana l y s t 20

w ith the E l e c t r i c Pow e r D iv is io n ; a n d fa r o n th e 21

e n d , G h e b r e D a n ie l , a s s is ta n t d ir e c to r o f t he 22

E le c tr i c Pow e r D iv i s i on ; and t o h i s r i gh t , Pau l 23

O sbo rne , a s s i s t an t d i r e c t o r w ith t h e R a t e s a n d 24

5

R e v e n u e R e q u ir em en t s D iv i s ion . 1

T h is i n ves t ig a t io n b e g a n o n J a n u a r y 7 th , 2

2 0 0 9 , w h e n t h e D e p a r tm e nt i s su e d a n o r d e r o p e n in g a n 3

in ve s t i g a t i on i n t o t he p r epa r a t i on and r e sponse o f 4

a ll fo u r o f t he s t a t e 's e lec t r i c d i s t r ib u t io n 5

c om p a n ie s i n t o t he ir p r epa r a t i o n and r e sponse t o t h e 6

w in te r s t o rm 2 0 0 8 . T h e D e p a r tm e n t s u b s e q u e n tly h e ld 7

p u b li c hea r i ngs in a ll f ou r o f t he se rv i ce 8

te r r i to r i es , i nc lud ing tw o p u b li c hea r i ngs i n 9

U n it i l 's s e rv i ce t e r r i t o ry . The f ir s t o f th o s e 10

p u b li c h ea r i ng s t o ok p l a c e on J anua r y 27 , 2009 , i n 11

t he C i t y o f F i t chbu rg , an d t h e s e c o n d to o k p la c e o n 12

F e b r u a ry 3 , 2009 , i n t h e Tow n o f L u n e n b e r g . O n 13

F e b r u a ry 6 , 2 009 , t h e Depa r tm e nt i s su e d a n o ti ce o f 14

p r o c e d u r a l c o n f e r e n c e a n d r e q u e s t fo r p e ti t i ons fo r 15

in te r v e n tio n s p e c if ic a lly in to t he p r epa r a tio n a n d 16

pe r f o rm a n c e o f U n iti l in to w in te r s to rm 2 0 0 8 . T h e 17

p r o c e d u r a l c on f e r en ce w a s h e ld o n M a r c h 2 n d , 2 0 0 9 . 18

A t th i s po in t , w o u ld c o u n s e l fo r t he 19

c om p a n y p le a s e id e n t if y t hem se l ves f o r t he r e co rd . 20

M R . M U E L L E R : G o o d m orn i ng . O n b e h a lf 21

o f F itc h b u r g G a s a n d E le c tr i c L ight C o m p a n y , d o in g 22

b u s in e s s a s U n it i l , m y nam e is Sco t t M u e ller , D e w e y 23

& L e B o e u f . A ls o a p p e a r in g w it h m e t o d a y is M e a b h 24


6Purcell, Dewey & LeBoeuf, and Gary Epler, chief 1

regulatory counsel for Unitil. 2

MS. KOEPNICK: Pursuant to notice given 3

under Massachusetts General Laws Chapter 12, Section 4

11E, the Attorney General is a full party in this 5

action. Would the Assistant Attorneys General 6

please identify themselves for the record. 7

MR. STETSON: On behalf of the Attorney 8

General, Martha Coakley, my name is James Stetson, 9

Assistant Attorney General, and with me today is 10

Assistant Attorney Generals Tackey Chan and Sandra 11

Merrick. Also at the table is utility industry 12

analyst Fred Plett. 13

MS. KOEPNICK: Thank you. The following 14

parties were granted full intervenor status at the 15

procedural conference on March 2nd, 2009: National 16

Grid, the Town of Lunenberg, hereinafter Lunenberg, 17

and the Brotherhood of Utility Workers Council and 18

BUW Local 340, hereinafter collectively "unions." 19

Would counsel for the intervenors please introduce 20

themselves, if present. 21

MR. BOWEN: Richard Bowen, of Kopelman & 22

Paige PC, town counsel for Lunenberg. 23

MS. KOEPNICK: Thank you. Additionally, 24

7the following parties were granted limited- 1

participant status by the Department: Attorneys 2

Barry Altman and Edwin Howard. 3

Would counsel for limited participants 4

please introduce themselves. 5

MR. WERLIN: For NSTAR Electric, Robert 6

Werlin, Keegan Werlin LLP. 7

MR. HOWARD: Attorney Edwin Howard, and 8

next to me is Barry Altman. 9

MS. KOEPNICK: I note that this is an 10

evidentiary hearing and that the Department and the 11

parties will question all participants in this 12

matter. I have been provided with a joint exhibit 13

list, and I believe that is from the Attorney 14

General, Lunenberg, and the company; is that 15

correct? 16

MS. PURCELL: That's correct. 17

MS. KOEPNICK: This is marked for 18

identification purposes only. We'll entertain a 19

motion to move exhibits into the record at the close 20

of the hearings. 21

A few procedural matters to put on the 22

record before we begin. First of all, the 23

Department gave notice to parties on May 5th, 2009, 24

8that it intended to incorporate by reference, 1

pursuant to 220 CMR Section 1.10, Subsection 3, the 2

record evidence from its investigations into the 3

performance and preparation of National Grid, NSTAR 4

Electric Company, and Western Massachusetts Electric 5

Company into winter storm 2008. Those matters are 6

docketed as DPU 09-01-B, 09-01-C, and 09-01-D. 7

On May 8, 2009, the company submitted a 8

written objection to incorporating these dockets by 9

reference. Just this morning I also received a 10

petition from NSTAR Electric Company to intervene as 11

a full party on that limited matter only. 12

For now, what we're going to do is, 13

we've received the objection. We're going to take 14

NSTAR's petition under advisement. In order for the 15

intervenors to be given sufficient time, we've 16

agreed that any responses to the objection, the 17

company's objection, or to NSTAR's petition are due 18

in writing by close of business on Thursday, May 19

15th, 2009. Is that correct? Is that your 20

understanding? 21

MR. STETSON: Yes, that's our 22

understanding. Thank you. 23

MS. KOEPNICK: Counsel for Lunenberg? 24

9MR. BOWEN: Yes. 1

MS. KOEPNICK: Any questions on that 2

matter? 3

Additionally, the Department would like 4

to incorporate by reference the company's service- 5

quality results for years 2002 through 2008. These 6

are docketed as DTE 03-19, DTE 04-21, DTE 05-21, DTE 7

06-21, DTE/DPU 07-21, DPU 08-18, and finally, DPU 8

09-18. Are there any objections to the Department 9

incorporating these dockets by reference? 10

MR. MUELLER: The company would object 11

to the extent that it may want to supplement the 12

record with additional materials, to put some of 13

those service-quality reports in context. 14

I would also ask a point of 15

clarification: Does the Department intend to 16

incorporate the entire record from those 17

proceedings, or just the service-quality reports? 18

MS. KOEPNICK: The entire record. 19

MR. MUELLER: I would just note: I 20

would like to reserve the right to respond, as we 21

are just receiving notice of this now. That's a 22

large amount of material to incorporate into another 23

record. I can't respond right now because of that. 24


10

MS. KOEPNICK: Any response from any of 1

the other intervenors? 2

MR. BOWEN: No objection. 3

MR. STETSON: We have no objection. 4

Might I just note before we move on: I 5

believe you may have said that responses are due by 6

Thursday, close of business, on the 15th. I've been 7

told that that's the 14th. 8

MS. KOEPNICK: Thank you. The close of 9

business Thursday. Thank you for clarifying. 10

At this point I am going to incorporate 11

the aforementioned documents into the record, 12

pursuant to 220 CMR Section 1.10, Subsection 3, and 13

the company can reserve its right to respond if it 14

so chooses. As far as a time frame for that -- 15

MR. MUELLER: By Thursday? 16

MS. KOEPNICK: That works. 17

One final procedural matter: There's a 18

motion for confidential treatment of certain 19

materials in this case that was filed by the company 20

on April 21st, 2009, pursuant to Mass. General Laws 21

Chapter 25, Section 5D. That motion requests 22

confidential treatment of Attachments 1 and 2 to the 23

company's response to Information Request AG-5-177, 24

11

which contain the hourly rate and fee charged by 1

Mr. Yardley in performing the company's self- 2

assessment. I note that the company has filed 3

redacted versions of those attachments for the 4

public record. The Department received no 5

objections to this motion. The Department finds 6

that the aforementioned documents contain 7

confidential and competitively sensitive 8

information. 9

Accordingly, these documents are granted 10

confidential treatment pursuant to Mass. General 11

Laws Chapter 25, Section 5D. Consistent with the 12

Department's precedent and practice, the 13

confidential treatment will be granted for a period 14

of three years from the date of the final order in 15

this docket. If the company determines that it 16

needs to extend the period of confidential 17

treatment, it may request an extension for good 18

cause shown. Any questions on that? 19

Are there any procedural matters we need 20

to address before we begin? 21

Let's move on to the evidentiary 22

hearing. We have agreed that the company will 23

present five of its witnesses as a panel and then 24

12

will present its final witness, Mr. Robert Yardley, 1

Jr., separately. Is the company prepared to begin 2

its direct examination? 3

MS. PURCELL: Yes, we are. 4

MS. KOEPNICK: Would the witnesses 5

please raise your right hands. 6

THOMAS P. MEISSNER, JR., GEORGE R. 7

GANTZ, MARK LAMBERT, RAYMOND LETOURNEAU, 8

and RICHARD FRANCAZIO, Sworn 9

MS. KOEPNICK: The company may proceed 10

with its direct examination. Please introduce each 11

of the witnesses. 12

MS. PURCELL: Thank you. 13

DIRECT EXAMINATION 14

BY MS. PURCELL:15

Mr. Meissner, would you please state your 16 Q.full name and your title and your business address 17

for the record. 18

[MEISSNER] My name is Thomas Meissner, Jr. 19 A.My title is senior vice-president, chief operating 20

officer. My business address is 6 Liberty Lane in 21

Hampton, New Hampshire. 22

Mr. Gantz, would you please state your name 23 Q.and your title. 24

13

[GANTZ] My name is George Gantz. I'm 1 A.senior vice-president of customer services and 2

communications. My business address is 6 Liberty 3

Lane, West Hampton, New Hampshire. 4

Mr. Letourneau, would you please state your 5 Q.full name and your title and your address. 6

[LETOURNEAU] My name is Raymond A. 7 A.Letourneau, Jr. I am the director of electric 8

operations for Unitil. My business address is 6 9

Liberty Lane in Hampton, New Hampshire. 10

And Mr. Lambert, please state your name and 11 Q.your title and your address. 12

[LAMBERT] My name is Mark Lambert, and I 13 A.am the director of customer services. My address is 14

5 McGuire Street in Concord, New Hampshire. 15

And Mr. Francazio, please state your full 16 Q.name. 17

[FRANCAZIO] My name is Richard Louis 18 A.Francazio. I work at 6 Liberty Lane in New 19

Hampshire. 20

What is your title? 21 Q.[FRANCAZIO] I am the director of emergency 22 A.

management and compliance at Unitil. 23

Mr. Meissner, did you submit prefiled 24 Q.


14direct, rebuttal, and surrebuttal testimony, and 1

were you also responsible for certain discovery 2

responses in this proceeding? 3

[MEISSNER] Yes, that is correct. 4 A.Mr. Gantz, did you also submit direct and 5 Q.

rebuttal and surrebuttal testimony and did you 6

respond to certain discovery responses in the 7

proceeding? 8

[GANTZ] Yes. 9 A.And Mr. Letourneau, did you file direct and 10 Q.

rebuttal and surrebuttal testimony and draft certain 11

discovery responses? 12

[LETOURNEAU] Yes, I did. 13 A.Mr. Lambert? 14 Q.[LAMBERT] Yes, I did. 15 A.And Mr. Francazio? 16 Q.[FRANCAZIO] Yes, I did. 17 A.Mr. Francazio, in fact, did you submit 18 Q.

surrebuttal testimony only in this proceeding? 19

[FRANCAZIO] Surrebuttal and worked on the 20 A.AG responses as well. 21

MS. EVANS: There's a fan right here, 22

and it makes it hard sometimes for the Bench to hear 23

because of the noise of the fan. So you have to 24

15speak up so that we can hear you. Thank you. 1

Mr. Meissner, I'm going to show you some 2 Q.documents that have been premarked. The first one 3

has been premarked as Exhibit FGE-1. Could you 4

please identify this document for me? 5

[MEISSNER] Yes. This is the direct 6 A.testimony of Thomas Meissner, George Gantz, Mark 7

Lambert, and Raymond Letourneau. 8

MS. PURCELL: This is premarked as 9

Exhibit FGE-1. 10

I'm going to show you a document entitled 11 Q.Report of Unitil and ask if that is the company's 12

filing on February 23rd in this proceeding. 13

[MEISSNER] Yes, that is correct. 14 A.MS. PURCELL: The report of Unitil/ 15

Fitchburg Gas and Electric Light Company has been 16

premarked as Exhibit FGE-2. 17

Could you please identify this document 18 Q.dated April 17th. 19

[MEISSNER] This is rebuttal testimony of 20 A.Thomas Meissner, George Gantz, Mark Lambert, and 21

Raymond Letourneau. 22

MS. PURCELL: The rebuttal testimony has 23

been premarked as Exhibit FGE-3. 24

16And finally, the surrebuttal testimony 1 Q.

filed on May 1st. 2

[MEISSNER] Yes, this is surrebuttal 3 A.testimony of Tom Meissner, George Gantz, Mark 4

Lambert, Raymond Letourneau, and Richard Francazio. 5

MS. PURCELL: And this has been 6

premarked as FGE-4. 7

MS. KOEPNICK: Thank you. 8

Mr. Meissner, were Exhibits FGE-1, 2, 3, 9 Q.and 4 prepared by you or under your direction or 10

supervision? 11

[MEISSNER] Yes. 12 A.Do you have any changes or corrections to 13 Q.

the report, to the testimony, or to any of the 14

discovery responses for which you are responsible? 15

[MEISSNER] I do not. 16 A.If I were to ask you the same questions 17 Q.

today as are set forth in the direct examination, 18

the rebuttal, and the surrebuttal, would your 19

answers be substantially the same? 20

[MEISSNER] Yes, they would.21 A.And do you adopt your testimony and 22 Q.

discovery responses as your sworn testimony in this 23

proceeding? 24

17[MEISSNER] I do. 1 A.Mr. Meissner, could you briefly summarize 2 Q.

the areas of the panel's testimony and surrebuttal 3

and rebuttal and the report for which you have 4

responsibility. 5

[MEISSNER] Yes. I'm responsible for the 6 A.company's overall operational and asset-management 7

strategy, including aspects related to reliability 8

strategy and reliability performance, as well as 9

aspects related to information systems, operational 10

systems, such as advanced metering infrastructure, 11

outage-management systems, and geographic 12

information systems. So I'll be responding in those 13

areas. 14

Thank you. Mr. Gantz, were Exhibits FGE-1, 15 Q.2, 3, and 4 prepared by you or under your direction 16

and supervision? 17

[GANTZ] Yes. 18 A.Do you have any changes or corrections to 19 Q.

any of the exhibits or to the discovery responses 20

for which you are responsible? 21

[GANTZ] No. 22 A.And if I were to ask you the same questions 23 Q.

today as set forth in the prefiled testimony and in 24


18the discovery responses, would your answers be 1

substantially the same today? 2

[GANTZ] Yes. 3 A.And do you adopt your testimony and 4 Q.

responses as your sworn testimony in this 5

proceeding? 6

[GANTZ] Yes, I do. 7 A.Could you please describe the areas of the 8 Q.

testimony and the report for which you are primarily 9

responsible. 10

[GANTZ] Yes. I'm responsible for the 11 A.company's overall communications efforts, and 12

specifically, in terms of the report and the 13

testimony, the area of public communication. 14

Mr. Letourneau, were Exhibits FGE-1, 2, 3, 15 Q.and 4 prepared by you or under your direction and 16

supervision? 17

[LETOURNEAU] Yes, they were. 18 A.Do you have any changes or corrections to 19 Q.

either of the testimonies or the discovery 20

responses? 21

[LETOURNEAU] No, I do not. 22 A.If I were to ask you the same questions as 23 Q.

in the prefiled testimony and in the responses, 24

19would your answers be substantially the same today? 1

[LETOURNEAU] Yes. 2 A.And do you adopt your testimony and 3 Q.

discovery responses as your sworn testimony in the 4

proceeding? 5

[LETOURNEAU] Yes, I do. 6 A.Could you please just briefly state the 7 Q.

area that you are responsible for today. 8

[LETOURNEAU] I'm responsible for Unitil's 9 A.electric energy-delivery system, construction, 10

operation, and maintenance. In the DPU report as 11

well as the company's report, I'm directly 12

responsible for emergency response, including 13

logistics, crew acquisition, crew deployment. 14

Thank you. Mr. Lambert, were the Exhibits 15 Q.1, 2, 3, and 4 prepared by you or under your 16

direction and supervision? 17

[LAMBERT] Yes, they were.18 A.Do you have any changes or corrections to 19 Q.

either of the documents or to the discovery 20

responses? 21

[LAMBERT] No, I do not. 22 A.If I were to ask you the same questions as 23 Q.

set forth in the testimony and in the responses, 24

20would your answers be substantially the same today? 1

[LAMBERT] Yes, they would. 2 A.And do you adopt your testimony and your 3 Q.

discovery responses as your sworn testimony? 4

[LAMBERT] Yes, I do. 5 A.And could you briefly describe your areas 6 Q.

of responsibility. 7

[LAMBERT] My area of responsibility is the 8 A.customer-service operation, which includes call- 9

center operation, answering phone calls, the IVR 10

operation, and it also includes all the billing 11

aspects as well from this proceeding. 12

Thank you. Mr. Francazio, was Exhibit 13 Q.FGE-4 prepared by you or under your direction and 14

supervision? 15

[FRANCAZIO] They were. 16 A.And do you have any changes to that 17 Q.

surrebuttal testimony or to any of the discovery 18

responses for which you were responsible today? 19

[FRANCAZIO] I have no changes. 20 A.And if I were to ask you the same questions 21 Q.

as set forth in that surrebuttal testimony in 22

Exhibit FGE-4, would your answers be substantially 23

the same today? 24

21[FRANCAZIO] They would. 1 A.Do you adopt your surrebuttal testimony and 2 Q.

the responses to discovery as your sworn testimony 3

in this proceeding? 4

[FRANCAZIO] I do. 5 A.And please describe the areas of the 6 Q.

testimony and of the report that you can address 7

today. 8

[FRANCAZIO] Mostly, moving forward, how 9 A.we're going to actually implement the 28 10

recommendations, self-assessment recommendations. 11

Mr. Meissner, could you please summarize 12 Q.Unitil's position as it's presented in the testimony 13

in these proceedings. 14

[MEISSNER] I appreciate the opportunity to 15 A.offer an overview of the company's testimony. We 16

are here today to present testimony and answer 17

questions on the company's response to the December 18

2008 ice storm, including the recommendations and 19

lessons learned and the input we've received from 20

all the parties. 21

As a company, we have taken and continue 22

to take this matter very seriously. This was a 23

natural disaster that for us was without precedent. 24


22We had never before experienced such catastrophic 1

damage, nor had we ever been called upon to muster 2

an operational response of this magnitude. 3

We are acutely aware of the impact that 4

this event had on our customers and on the 5

communities that we serve. We understand the outage 6

caused tremendous hardship for residents, 7

businesses, emergency response personnel, and local 8

officials. We recognize the anxiety and the 9

difficulties this outage caused for our customers 10

and for others. 11

The outage also resulted in tremendous 12

hardship for our own employees and for the many 13

hundreds of people from outside the company who were 14

called upon to assist in the restoration effort. We 15

are grateful to those who worked tirelessly under 16

incredibly difficult circumstances to restore power 17

to our customers. 18

In the event we are faced with a natural 19

disaster of this magnitude again in the future, we 20

intend to have implemented lessons learned at all 21

levels of our emergency-planning and response 22

organization. We have expanded the call-handling 23

capability of our call center. We are establishing 24

23contracts with vendors to assure more crews are 1

available to us in the event of a major storm. We 2

are establishing contracts with vendors for support 3

in such areas as damage assessment so that we can 4

rapidly expand the size of our work force in the 5

event of a major disaster. 6

We are implementing crisis response 7

plans and emergency restoration plans based on the 8

National Incident Management System and the Incident 9

Command System. 10

We have established more defined 11

communication protocols with local municipal 12

officials to improve the flow of information to 13

emergency officials and community leaders. We are 14

meeting with emergency officials in each of the 15

towns we serve to solicit input and recommendations, 16

and we will continue that process until all action 17

items have been addressed. 18

We have issued an RFP for an outage- 19

management system and expect to have that system 20

implemented by the end of the year. 21

We have restructured functions related 22

to safety, risk management, and emergency management 23

and have established a director of emergency 24

24management and compliance to oversee these 1

functions. And we have hired an individual with 2

tremendous qualifications and experience to lead our 3

emergency planning. Work in many other areas is 4

ongoing, and it touches all the employees in our 5

company. 6

In terms of our participation in this 7

proceeding, we welcome input from the Department and 8

from all the parties. We are determined to learn 9

and incorporate all lessons that will emerge from 10

our post-storm assessment and from this 11

investigation. 12

It is our intention to emerge as a 13

primary organization in the area of emergency 14

management. With the quality of employees that we 15

have working at our company, we believe that we can 16

accomplish this. Thank you. 17

MS. PURCELL: Thank you. I have nothing 18

further. The panel is available for questioning. 19

MS. KOEPNICK: Let's move on to cross- 20

examination. I've been notified that the following 21

intervenors intend to conduct cross-examination of 22

this panel of witnesses: the Attorney General; and 23

counsel for Lunenberg reserves his right to question 24

25the witnesses. 1

We'll begin with cross-examination by 2

the Attorney General. Before I begin, I remind the 3

witnesses that they are under oath. Would counsel 4

for the Attorney General who will be doing the 5

initial questioning please identify themselves for 6

the record. 7

MS. MERRICK: My name is Sandy Callahan 8

Merrick for the Attorney General. 9

MS. KOEPNICK: Counsel, will you 10

instruct the witnesses as to whether you will 11

question them as a panel or direct questions to them 12

individually? 13

MS. MERRICK: I plan to question the 14

panel individually. However, if other panelists 15

have comments or wish to also add an answer, please 16

feel free to do so. However, just speak one at a 17

time, for the record. 18

MS. KOEPNICK: If I may add one thing: 19

For any questions that are addressed to the panel, 20

if you have any questions or need a question 21

rephrased, please direct that question to the Bench, 22

and not to the counsel. 23

Please proceed. 24


26CROSS-EXAMINATION 1

BY MS. MERRICK:2

Good morning, panel. Thank you for 3 Q.appearing. Again, I'm Sandra Callahan Merrick, for 4

the Attorney General. The Attorney General has a 5

few questions for you today. First I'd like to go 6

over some preliminary matters, that the hearing 7

officer has also covered. 8

If you do not hear or do not understand 9

a question, please feel free to ask the hearing 10

officer for direction. Otherwise I will assume that 11

you understand the question. Answer the question 12

asked and not some other. If you need a break for 13

any reason, just ask the hearing officer. 14

Now I have some dry, background 15

information questions for you, please. I'll start 16

with you, Mr. Francazio. Are you an attorney? 17

[FRANCAZIO] I am not. 18 A.Are you an engineer? 19 Q.[FRANCAZIO] I am. 20 A.Are you an economist? 21 Q.[FRANCAZIO] I am not. 22 A.

MS. KOEPNICK: Sir, please speak up. 23

Are you an actuary? 24 Q.27

[FRANCAZIO] No, I am not. 1 A.And Mr. Letourneau, are you an attorney? 2 Q.[LETOURNEAU] No, I am not. 3 A.Are you an engineer? 4 Q.[LETOURNEAU] Yes, I am. 5 A.Are you an economist? 6 Q.[LETOURNEAU] No, I'm not an economist. 7 A.Are you an actuary? 8 Q.[LETOURNEAU] No, I'm not an actuary. 9 A.Mr. Meissner, are you an attorney? 10 Q.[MEISSNER] I am not. 11 A.Are you an engineer? 12 Q.[MEISSNER] Yes, I am. 13 A.Are you an economist? 14 Q.[MEISSNER] No, I am not. 15 A.Are you an actuary? 16 Q.[MEISSNER] No. 17 A.Mr. Gantz, are you a lawyer? 18 Q.[GANTZ] No. 19 A.Are you an engineer? 20 Q.[GANTZ] No. 21 A.Are you an economist? 22 Q.[GANTZ] No. 23 A.Are you an actuary? 24 Q.

28[GANTZ] No. 1 A.And Mr. Lambert, also, are you an attorney? 2 Q.[LAMBERT] No. 3 A.Are you an engineer? 4 Q.[LAMBERT] No, I'm not. 5 A.Are you an economist? 6 Q.[LAMBERT] No. 7 A.Are you an actuary? 8 Q.[LAMBERT] No. 9 A.Mr. Francazio, could you describe for the 10 Q.

record what type of engineer you are? 11

[FRANCAZIO] I'm an electrical engineer, 12 A.and I have an MBA from Boston University as well. 13

And similarly, Mr. Letourneau, could you 14 Q.describe what type of an engineer you are? 15

[LETOURNEAU] I am an electrical engineer. 16 A.And Mr. Meissner, the same question? 17 Q.[MEISSNER] I have bachelor of science 18 A.

degrees in both electrical and mechanical 19

engineering, but I'm registered as a professional 20

engineer in electrical engineering. 21

Thank you. I have some questions regarding 22 Q.where each of you were during the storm event. 23

Again, I'll start with you, Mr. Francazio. Where 24

29were you during Unitil's ice-storm restoration 1

effort, which service territory? 2

[FRANCAZIO] I actually was working for 3 A.National Grid at the time. I was the system 4

emergency director at that point. I joined Unitil 5

in April of 2009. 6

So between the dates of December 7 Q.approximately 11th or 12th through December 24th or 8

25th you were employed by National Grid? 9

[FRANCAZIO] I was. And I did go to Unitil 10 A.to support them during the event on the, I believe 11

it was the 19th, and I brought a team of folks from 12

National Grid over to Unitil and Fitchburg to help 13

the restoration. 14

What part of the territory? 15 Q.[FRANCAZIO] We specifically worked in 16 A.

Lunenberg, Townsend, and Ashby. 17

And what was your function during the 18 Q.restoration effort? 19

[FRANCAZIO] At Unitil I was the director 20 A.of the team that actually was supporting the area at 21

the time -- supporting the restoration at the time. 22

What specifically? What types of 23 Q.restoration efforts? 24


30[FRANCAZIO] We had over 120 line crews, 1 A.

transmission crews, damage-assessment crews, as well 2

as service crews and tree crews that we brought with 3

us at the time. 4

And so the testimony that you've adopted in 5 Q.this case, is this based on your firsthand 6

knowledge? 7

[FRANCAZIO] Most of the testimony I've 8 A.provided was around moving forward: What are the 9

new processes and procedures that we're going to 10

institute at Unitil? A lot of it has to do with the 11

National Incident Management System, NIMS, as well 12

as ICS structure, which is the Incident Command 13

structure. 14

And are those recommendations about moving 15 Q.forward based upon your firsthand experience during 16

the ice storm? 17

[FRANCAZIO] It is a combination of the 28 18 A.self-assessment items, best practices, and my 19

experience in the industry. 20

And that would include your experience at 21 Q.National Grid? 22

[FRANCAZIO] Right, correct. 23 A.And if another outage occurred, say, next 24 Q.

31week, do you know what your role would be at Unitil? 1

[FRANCAZIO] Definitely. My role would be 2 A.to support the operations and the implementation of 3

the new emergency response procedures going forward. 4

And those new emergency response 5 Q.procedures, have those been implemented as of yet? 6

There are portions of them that we are 7 A.working on right now. It's going to take some time 8

before we can have the full set of procedures 9

developed. Clearly, there's a lot of work that goes 10

with that. It is a complete rewrite of all the 11

procedures that Unitil has today. So with that is 12

going to come not only additional training, but also 13

new processes that have to be institutionalized 14

within the organization. So it's going to take some 15

time before we have the plan fully developed, but 16

clearly, we've prioritized the items that we feel 17

are most relevant for any successful emergency 18

response. 19

So hypothetically, if a storm occurred next 20 Q.week, what would you be using as an ERP? 21

[FRANCAZIO] There would be a combination 22 A.of the incident command process and some of the 23

existing procedures that exist today at Unitil. 24

32With that, I mean there are things like staging 1

sites, damage-assessment processes, logistics, 2

planning sections, and communications that we've 3

already made modifications and we intend to, again, 4

further develop those areas. 5

Have there been any live drills of the 6 Q.combination ERP since the '08 storm? 7

[FRANCAZIO] We're taking a three-phased 8 A.approach to how we want to implement the changes. 9

No. 1 is at the very strategic level. We've 10

actually implemented a crisis response plan. That 11

crisis response plan is really for the senior team 12

at the organization. There is some discussion about 13

governance around how the crisis team gets engaged. 14

The crisis response plan provides that governance. 15

Part of that governance is to implement 16

a crisis response committee. That crisis response 17

committee's role is to identify the incident 18

commander. The incident commander will be the 19

individual completely responsible for the actual 20

restoration process. 21

So with that, there is also inherent 22

within that process some governance so that the 23

crisis response committee sets the objectives for 24

33the overall response as well. So it starts at the 1

very senior level within the organization. It does 2

include Bob Schoemberger as the chair and his 3

executive team as the committee. So that's the 4

strategic component of it. 5

They are working very closely with the 6

tactical team that is going to follow the incident 7

command process, follows the NIMS protocol. The 8

NIMS protocol in general has a series of steps. It 9

includes the command and management aspect, 10

preparedness, resource management, communication, 11

and information management technology, and ongoing 12

maintenance and management of the plan itself. 13

So it is a very comprehensive approach 14

to how we're going to, again, change the way we're 15

implementing the emergency response plan going 16

forward. Again, the tactical component obviously 17

has to have some training that's going to go with 18

that. There are a number of the employees that we 19

are now looking at that we would like to insert 20

within the process that might have not been 21

previously utilized in a previous event, in their 22

new roles. But we are doing a gap analysis of what 23

the new plan is going to look like versus what we 24


34are going to need going forward under the ERPs. 1

That gap analysis will allow us to insert personnel 2

and train those personnel. 3

Do you plan to have a live drill of the ERP 4 Q.when it's ready? 5

[FRANCAZIO] Yes, and we already have had a 6 A.live drill with the crisis response team. A 7

pandemic event, as a matter of fact, was a test of 8

that, where we actually brought them together and 9

discussed the objectives for the corporation. 10

Do you expect to have observers such as the 11 Q.DPU or NEMA? 12

[FRANCAZIO] Without a doubt. Yes, is the 13 A.answer. 14

Could the Attorney General participate as 15 Q.an observer? 16

[FRANCAZIO] Most certainly. 17 A.I'm sorry, Mr. Gantz, did you want to add? 18 Q.[GANTZ] Just to help clarify the record: 19 A.

There was a supplemental data response, AG-5-127, 20

dated May 27, that contains an overview of the NIMS 21

ICS process. So if it helps perhaps follow the 22

discussion that Mr. Francazio was going through, I 23

just wanted to make sure that that was indicated on 24

35the record. 1

Could I clarify something that you said, 2 Q.Mr. Francazio: In your response, do you mean to say 3

that you would wait until an event to convene the 4

crisis response committee and then you would 5

identify the incident commander? 6

[FRANCAZIO] No. It depends on the type of 7 A.event. Obviously, if there is a hurricane or 8

something to that effect, something to that type of 9

event, that's pending, you would actually assemble 10

the crisis response committee earlier on in the 11

process and identify an incident commander, usually 12

three days in advance of the event itself. You 13

would then go through a three-day checklist or at 14

least a two-day checklist kind of process, where you 15

would be making your preparations prior to that 16

event. 17

Could I turn to you, Mr. Letourneau, and 18 Q.could you tell me, please, where you were during 19

Unitil's ice storm restoration effort, which service 20

territory. 21

[LETOURNEAU] From December 11th through 22 A.December 18th I spent time in both our corporate 23

offices in Hampton, New Hampshire, as well as one of 24

36our operating centers, the operating center known as 1

UES Seacoast, Unitil Energy Systems Seacoast, which 2

is located in Kensington, New Hampshire. After 3

December 18th, on December 19th, I spent the 4

remainder of the storm in Fitchburg, Massachusetts. 5

Did you participate in the service 6 Q.restoration effort between those dates, from the 7

11th through the 24th of December? 8

[LETOURNEAU] I'm sorry, could you restate 9 A.the question? 10

Yes. Did you participate in the ice storm 11 Q.restoration efforts between the dates of December 12

11th, 2008, and December 24th, 2008? 13

[LETOURNEAU] Yes, I did. 14 A.And in what capacity? 15 Q.[LETOURNEAU] I was responsible for 16 A.

emergency restoration coordination for Unitil across 17

our three operating divisions. My role was 18

primarily taking information coming from the 19

restoration coordinators, attempting to ascertain 20

the needs of the restoration coordinators and the 21

restoration effort, including crew recruitment as 22

well as logistical support. 23

So how would you describe your function 24 Q.37

during the restoration effort? It seems like there 1

were several duties that you performed. 2

[LETOURNEAU] My duties including holding 3 A.conference calls on a frequent basis with the three 4

restoration coordinators across our three divisions, 5

recruiting crews through the use of various mutual- 6

aid procedures that we have, contained in our 7

emergency response plan; working with our management 8

staff involved in logistics, which would include 9

things like hotel rooms, material, material supply. 10

Essentially a coordination role, would be the best 11

way to describe it. 12

And was this role set forth in the 13 Q.company's ERP? 14

[LETOURNEAU] Yes. 15 A.And is that your role in the ERP? 16 Q.[LETOURNEAU] That is my role in the ERP, 17 A.

yes. 18

So it did not change as part of the 19 Q.December storm? 20

[LETOURNEAU] I'm sorry? 21 A.Did your role under ERP change during the 22 Q.

December storm? 23

[LETOURNEAU] Relative to -- 24 A.


38What was in the ERP before the storm. 1 Q.[LETOURNEAU] The ERP has not changed since 2 A.

the storm. The ERP is the same ERP. We currently 3

still have the same ERP in place. 4

Can you tell me, where were the satellite 5 Q.decentralization locations established by Unitil 6

during the winter ice storm? 7

[LETOURNEAU] Unitil did not establish any 8 A.satellite decentralized locations during the storm. 9

And the testimony that you adopted today, 10 Q.is that based upon your firsthand experience during 11

the storm event? 12

[LETOURNEAU] Yes. 13 A.If another outage were to hypothetically 14 Q.

occur next week, do you know today what your role 15

would be in any emergency restoration effort? 16

[LETOURNEAU] Mr. Francazio just testified 17 A.that we are continuing to improve our ERP based on 18

the experiences that we had in the 2008 ice storm. 19

Correct. 20 Q.[LETOURNEAU] At this point, Mr. Francazio 21 A.

recently rolled out some of those roles and 22

responsibilities. At this time I am not familiar 23

with exactly what my role would be. 24

39I'll turn to you, Mr. Meissner. Could you 1 Q.

tell me where you were during Unitil's ice storm 2

restoration effort. 3

[MEISSNER] During the first week of the 4 A.storm I was at all locations throughout the week, 5

although probably more so at Fitchburg than any of 6

the locations. And from the 19th on I was located 7

exclusively in Fitchburg. 8

And did you participate in the Unitil 9 Q.Service restoration effort? 10

[MEISSNER] Yes, I did. 11 A.What was your function during the 12 Q.

restoration effort? 13

[MEISSNER] I was responsible for the 14 A.company's overall operational response. I worked 15

closely with Mr. Letourneau, who was acting as the 16

emergency, you know, restoration manager, and also 17

with Mr. Gantz, who was responsible for customer 18

communication and media relations. 19

Was this the role that's set forth for you 20 Q.in the company's emergency restoration plan, ERP? 21

[MEISSNER] The role that I was acting as 22 A.was not laid out in the emergency restoration plan. 23

It was really within my position as the chief 24

40operating officer of the company. 1

As the ERP stands right now, do you have a 2 Q.role in that? 3

[MEISSNER] As the ERP that we currently 4 A.have, it would be no different than what happened 5

during the storm. However, if we were to experience 6

an event of this magnitude again, I would be 7

identified as the incident commander under the new 8

structure. 9

Your testimony that you adopted today, is 10 Q.that based upon your firsthand knowledge during the 11

storm? 12

[MEISSNER] It was based on a combination 13 A.of firsthand knowledge and my responsibilities in my 14

position. 15

When you say your responsibilities in your 16 Q.position -- 17

[MEISSNER] As chief operating officer of 18 A.the company, both my positional authority and my 19

firsthand knowledge during the restoration. 20

If it was not firsthand knowledge, was it 21 Q.secondhand knowledge that you received from others 22

in your capacity as chief operating officer? 23

[MEISSNER] There's some portion of 24 A.41

testimony and data responses where people were 1

working directly under my supervision to develop 2

responses. 3

And if another outage were to occur next 4 Q.week, do you know what your role would be in the 5

emergency restoration efforts? 6

[MEISSNER] Yes. As I indicated, I would 7 A.be the incident commander. 8

And Mr. Gantz, could you please tell me 9 Q.where you were during Unitil's ice storm restoration 10

effort, which service territory or territories. 11

[GANTZ] I was located and spent time in 12 A.various locations during the storm. The bulk of my 13

time over that period was in Fitchburg. I spent the 14

first weekend, Saturday and Sunday, located in 15

Fitchburg, and then I believe I returned to 16

Fitchburg on Wednesday and stayed there for the 17

duration. 18


[GANTZ] Initially my function was to 21 A.develop and issue the public service announcements 22

both before and during the storm, describing the 23

company's efforts and the company's response, and 24


42dealing with media inquiries that came in as a 1

result of the storm. 2

Over time I took an increasing role in 3

both directly responding to and then assembling 4

resources to respond to the general public 5

communication needs -- for example, from public 6

officials, from the media -- and participated in a 7

number of -- particularly in Fitchburg participated 8

in a number of emergency operations center meetings, 9

press conferences that the mayor was holding, and 10

during the course of the event, was responsible for 11

recruiting additional employees to assist in the 12

communications process. The process is described in 13

some detail in some of the data responses. 14

And was this role as set forth in the ERP? 15 Q.[GANTZ] No. It's -- as we were confronted 16 A.

with the magnitude of the event, significant event 17

in all three of our locations, the need for 18

communication, I would say, accelerated beyond what 19

we had anticipated or planned for previously. So I 20

became more involved in the direct operation under 21

the emergency response plan than I think the plan 22

had originally anticipated. So there were changes 23

in how we approached communications issues during 24

43this event. 1

And is the testimony that you've adopted 2 Q.today based on your firsthand knowledge during the 3

storm event? 4

[GANTZ] Yes, in addition to information 5 A.that was conveyed to me by others that reported 6

directly to me. 7

And if another outage occurred next week, 8 Q.let's say, do you know today what your role would be 9

in the emergency restoration efforts? 10

[GANTZ] Yes. Under the revised management 11 A.procedures that Mr. Francazio had described, I would 12

be a member of the strategic response committee as a 13

member of senior management, and I would also likely 14

be the chief information officer for the event. 15

Mr. Lambert, could you please tell me where 16 Q.you were during Unitil's ice storm restoration 17

efforts. 18

[LAMBERT] For the entire duration I was 19 A.located at the customer-service call center in 20

Concord, New Hampshire. 21


[LAMBERT] My function during the 24 A.

44restoration efforts was to help prepare staffing, 1

appropriate staffing, for the calls, the incoming 2

calls; to work to disseminate information out to the 3

customer-service representatives; and to help with 4

escalated calls that were coming in requesting 5

supervision -- supervisor calls. 6

And is this the role that you have as set 7 Q.forth in the company's ERP as it was? 8

[LAMBERT] No, it was not. As stated in 9 A.the ERP, I was more assisting the customer-service 10

manager with their roles during an event like this. 11

And so your role changed during the 12 Q.December storm? 13

[LAMBERT] Correct. 14 A.And is the testimony that you adopted today 15 Q.

based upon your firsthand experience? 16

[LAMBERT] It is. But like Mr. Gantz, some 17 A.responses were with the assistance of some staff 18

that report to me. 19

And do you know what your role would be in 20 Q.the emergency restoration effort if there were to be 21

a storm in the future? 22

[LAMBERT] I'm not familiar with the new 23 A.emergency ERP plan that Mr. Francazio has rolled 24

45out. I'm not familiar with it yet. 1

[FRANCAZIO] Can I just interject for a 2 A.second? 3

Yes. 4 Q.[FRANCAZIO] Again, the plan that folks are 5 A.

describing and the one that I brought up previously 6

is still in the developmental phase. We have a very 7

clear idea of how and what that plan is going to 8

look like, how it's going to be implemented and what 9

it actually looks like. The issue is that we have 10

not yet gotten an opportunity to train all the 11

people in their particular roles. So we've assigned 12

people to specific roles and still have to get them 13

familiar with the plan and new roles and 14

responsibilities going forward. So it's still in 15

development. 16

Do you know when it will be fully 17 Q.developed? 18

[FRANCAZIO] The objective is to have it 19 A.completed by August and then have it fully 20

institutionalized within the organization. That's 21

all the training, drills, that people have a total 22

understanding of the complete process by the 23

November time frame. 24


46So completed sometime in August, and then 1 Q.

the drills that I asked about would occur sometime 2

between August and November? 3

[FRANCAZIO] Correct, in the September time 4 A.frame. 5

Would it help for me to give some 6

background as to who I am and where I've been? 7

Yes. 8 Q.[FRANCAZIO] I think it's probably 9 A.

worthwhile, just to give you some idea. Prior to 10

coming to Unitil, I was employed by National Grid 11

for 25 years. I had five years of experience with 12

Florida Power & Light. In my role at National Grid, 13

I had many positions, including that of vice- 14

president of operations for New England, vice- 15

president of construction and maintenance services 16

for National Grid U.S., vice-president and director 17

of emergency planning for National Grid U.S. as 18

well. In that role I've managed over 2,000 19

employees and also became totally familiar with 20

anything that is related to transmission and 21

distribution activities or work. 22

Also, I was the system emergency 23

director for National Grid from 1995 through 2009. 24

47In that role I was responsible for the 1

implementation of National Grid's emergency response 2

plans of all major events going forward. 3

Also, as the vice-president of 4

operations, I worked very closely with asset 5

management in the development of policies related to 6

inspection and maintenance programs as well as veg. 7

management and veg. management programs as well. 8

As the vice-president and director of 9

emergency planning for National Grid, my roles and 10

responsibilities included the development of all 11

their incident management policies and procedures. 12

In that was pandemic planning, emergency response 13

planning, business continuity planning, gas events, 14

and any strike preparations, and gas ERPs as well. 15

At that time I introduced National Grid 16

to NIMS, which is the National Incident Management 17

System, and also we began restructuring the 18

organization, the emergency response follow-up 19

organization under ICS. 20

As I said previously, I have an 21

electrical engineering degree from Roger Williams 22

College and an MBA from Boston University. So I've 23

had some experience in this area. 24

48I have some questions for the panel 1 Q.

concerning OMS and AMI. As we described at the 2

outset, I'm going to direct it to a particular 3

person, but if others have comments to make, please 4

feel free to add those. 5

Mr. Letourneau, could I begin with you. 6

If you could turn to Pages 51 through 53 of the 7

company's self-assessment report, dated March 25th, 8

2009. This is Exhibit FGE-7. 9

MR. MUELLER: Can you provide that page 10

reference again, please? 11

MS. MERRICK: Pages 51 through 53. 12

MR. MUELLER: Thank you. 13

On these pages -- are you there, sir? 14 Q.[LETOURNEAU] Yes. 15 A.On those pages there's a discussion of 16 Q.

outage management systems as well as Recommendation 17

8, which is to proceed to acquire and integrate an 18

OMS, which is the abbreviation for outage management 19

systems. Have you read these pages? 20

[LETOURNEAU] Yes. 21 A.And do you agree with the recommendations 22 Q.

of the self-assessment report with respect to the 23

need for and the benefits associated with a modern 24

49OMS for Unitil? 1

[LETOURNEAU] Yes. 2 A.Is an AMI system a requirement for a 3 Q.

successful OMS system, or is an OMS possible without 4

AMI? 5

[LETOURNEAU] No. 6 A.Are you familiar with the scope of OMS 7 Q.

installment among utilities in Massachusetts? 8

[LETOURNEAU] I am not. 9 A.In New England? 10 Q.[LETOURNEAU] I am not. 11 A.Nationally? 12 Q.[LETOURNEAU] No, I am not. 13 A.I'm going to turn now to Exhibit AG-5-186. 14 Q.

Referring to AG-5-186: Unitil evaluated the 15

installation of an OMS in 2006 and 2009 as a 16

stand-alone issue. Is that correct? It appears in 17

the response at the bottom under a table. 18

[FRANCAZIO] Yes, it was evaluated in 2006 19 A.and again in 2009. 20

And as a stand-alone system? 21 Q.[FRANCAZIO] Could I ask for clarification 22 A.

on "stand-alone"? 23

A system that did not accompany AMI. 24 Q.


50[MEISSNER] If I may, for clarification: 1 A.

The AMI system and the OMS system are really two 2

different systems. One is not required for the 3

other, nor were the decisions linked together. But 4

when we implemented an AMI system, we did it with an 5

eye toward OMS because it offered the outage- 6

detection capability. But the AMI system was not a 7

prerequisite or a part of the decision for OMS. 8

I believe Mr. Letourneau did just indicate 9 Q.that AMI was something that would precede OMS. Is 10

that correct? 11

[LETOURNEAU] That is not correct. 12 A.So an OMS system is possible without an AMI 13 Q.

system. 14

[LETOURNEAU] That is correct. 15 A.I'm still looking at Exhibit AG-5-186. If 16 Q.

you turn to Page 2. Again, in 2005 and 2009, in 17

terms of integration with AMI, it looks like you 18

were reviewing OMS in conjunction with AMI in 2005 19

and 2009; is that correct? 20

[LETOURNEAU] We were reviewing AMI 21 A.integration in 2005. That is the question? 22

Yes. And in 2009? 23 Q.[LETOURNEAU] Yes. 24 A.

51And what prompted Unitil to pursue an AMI 1 Q.

system prior to an OMS system? 2

[MEISSNER] May I answer the question? 3 A.Yes. 4 Q.[MEISSNER] Again, the two decisions were 5 A.

not linked. The decision to pursue an AMI system 6

was a decision unto itself. It wasn't an either/or, 7

the decision to do it before OMS. OMS has proceeded 8

independently of any decision pertaining to AMI. 9

Realistically, the evolution of our OMS plan was 10

really more related to GIS than AMI. We were 11

developing our GIS capabilities internally. We had 12

a plan for GIS, and we were attempting to get that 13

platform to a certain level before implementing OMS. 14

So OMS was more related to GIS than to AMI. 15

Could I direct you to the surrebuttal 16 Q.testimony, which is Exhibit FGE-4. If you could 17

look to Pages 18 through 20, please. 18

WITNESS FRANCAZIO: May we ask for 19

clarification? 20

MS. KOEPNICK: Yes. 21

[FRANCAZIO] Unitil's surrebuttal 22 A.testimony? 23

Yes. 24 Q.

52[FRANCAZIO] It only goes to Page 10. 1 A.Sorry. It might be the rebuttal. 2 Q.

Could you turn to Page 4 of the 3

surrebuttal testimony. I'm sorry. I'm look at 4

Lines 18 to 20. I apologize. Can you tell me, are 5

there potential cost savings, benefits from an 6

automated metering infrastructure system? 7

[MEISSNER] Yes, there are potential cost 8 A.savings and benefits from an AMI system. 9

And would you characterize the cost-saving 10 Q.benefits from an OMS system as being obvious or not? 11

[MEISSNER] I don't believe you would 12 A.normally justify the implementation of an OMS on the 13

basis of cost savings. You would do it on the basis 14

of operational enhancements. 15

By "operational enhancements," would those 16 Q.include outage coordination and potentially 17

shortening the timing for outages? 18

[LAMBERT] Shorting the -- "shortening the 19 A.time" is a little ambiguous, I guess. But during 20

the event, it allows you to more quickly get a 21

handle on the number of troubles on your system at 22

the outset of an event and therefore more quickly 23

have a handle on dispatching of crews at the outset 24

53of an event. 1

And again, the same page, 4, Lines 18 to 20 2 Q.of the surrebuttal. You refer to the operational 3

cost savings which will be passed on to ratepayers 4

in the next rate case. Prior to the next rate case, 5

who benefits from these operational savings? 6

[MEISSNER] In the near term, the company 7 A.benefits from the savings but also incurred the cost 8

of the system. 9

[GANTZ] If I could just add in: It may 10 A.also -- the cost savings may also offset cost 11

increases elsewhere in the system and therefore 12

delay the need for the company to seek rate 13

increases. So that can be a direct benefit to 14

consumers even during the period between rate cases. 15

Could you expand on that a little bit. 16 Q.Where in particular in the system would the cost 17

savings be? 18

[GANTZ] If I may: I did begin my career 19 A.with the company as manager of rates and have been 20

involved in regulatory matters in both jurisdictions 21

for many years. 22

During the period between rate cases 23

companies' costs in a variety of categories will 24


54change up or down, and it's always a good thing for 1

a company to be able to find an area where it can 2

create cost savings to offset costs that are 3

increasing in other aspects of the business. If a 4

company is able to do that, then it can postpone the 5

need to file for a rate increase. Postponing a rate 6

increase obviously has direct benefits to customers 7

during the period between rate cases. 8

Mr. Meissner, referring to the Unitil 9 Q.surrebuttal, also on Page 4: On Lines 5 through 7 10

the testimony states that Unitil has adopted a 11

phased approach to system integration and 12

implementation of a series of different, although 13

related, technologies. I'd like to direct you to 14

the rebuttal testimony at Pages 8 and 9. I want to 15

ask if I'm correct in assuming these are the same 16

technologies. 17

MS. KOEPNICK: Just to be clear, the 18

rebuttal testimony is Exhibit FGE-3? 19

MS. MERRICK: Yes, Exhibit FGE-3. 20

I'm comparing Exhibit FGE-3 to Exhibit 21 Q.FGE-4. 22

MS. PURCELL: Did you have a page 23

reference? 24

55MS. MERRICK: Yes. For the rebuttal 1

testimony, Pages 8 and 9. 2

[MEISSNER] We have that. 3 A.So the technologies that are described on 4 Q.

Pages 8 and 9 of the rebuttal testimony and at Page 5

4 of the surrebuttal testimony, are those the same 6

technologies? 7

[MEISSNER] Yes. 8 A.And staying on Pages 8 and 9 of the 9 Q.

rebuttal testimony: Is it your contention that each 10

of these technologies -- AMI, CIS, IVR, et al. -- 11

are all necessary prior to the implementation of an 12

OMS system? 13

[MEISSNER] No, I would not say that they 14 A.are all necessary. 15

Would you say that they make an OMS more 16 Q.useful? 17

[MEISSNER] Yes, that would be correct. 18 A.They are all sources of data into an OMS system, 19

that the system can then analyze to help pinpoint 20

the location of outages. 21

I'm going to direct you now, please, 22 Q.Mr. Meissner, to Exhibit AG-3-68. I'm looking at 23

the third full paragraph of the response to AG-3-68. 24

56[MEISSNER] Yes. 1 A.You state, "However, leveraging the full 2 Q.

capability of the outage detection capabilities will 3

not occur until the system is integrated with an 4

outage management system. Since the AMI system has 5

not yet been integrated into an outage-management 6

system, the company currently relies on its IVR 7

outage reporting to monitor outages and facilitate 8

responses." Is it appropriate to interpret these 9

statements as meaning that, while AMI may provide 10

some value to the company in reducing operational 11

expenses associated with meter reading and obtaining 12

more real-time usage information, that it did not 13

provide any significant value in detecting outages 14

or assisting in the restoration of power in the 15

December 2008 ice storm? 16

[MEISSNER] Well, I would not characterize 17 A.it exactly in that manner. I think it's true that 18

the AMI system did provide operational savings and 19

benefits. In selecting the system, we did so based 20

on a variety of operational and customer benefits, 21

much of it with an eye towards really some of the 22

customer-empowerment benefits associated with the 23

direction on energy policy. 24

57But in selecting the system, we also did 1

so with an eye toward its integration with OMS and 2

other systems in the future. So the outage- 3

detection capability that we purchased with the 4

system was important to us. That ability will be 5

leveraged when it's integrated with an OMS. 6

So it will be leveraged. Is that to say 7 Q.that it was not leveraged during the 2008 ice storm? 8

[MEISSNER] We did not have an OMS. 9 A.But the AMI, were its uses not leveraged 10 Q.

during the ice storm? 11

[MEISSNER] The AMI system only provides 12 A.outage-detection capability, which is essentially a 13

source of input about outages. In most respects 14

it's redundant with customers calling into the IVR 15

and into the call center. That is normally the 16

source of data that companies use, is the input into 17

their OMS system. 18

The phone calls, that is? 19 Q.[MEISSNER] Yes. 20 A.If you could look -- again, it's Exhibit 21 Q.

AG-3-68. The first full paragraph, the first 22

sentence: Could you describe to me what's meant by 23

"near real-time outage connection"? What's "near 24


58real-time"? 1

[MEISSNER] It's not instantaneous, in that 2 A.if a meter was interrupted, we wouldn't 3

instantaneously get that information, but we would 4

get it within a period of perhaps 10 to 20 minutes. 5

So near real-time is that range, 10 to 20 minutes. 6

That lag of 10 to 20 minutes? 7 Q.[MEISSNER] Yes. 8 A.So did the AMI system work to provide that 9 Q.

real-time energy-usage data for customers once power 10

was restored? 11

[MEISSNER] Once power was restored, the 12 A.AMI system was re stored as well and began, you 13

know, reading meters and reporting consumption 14

information. 15

Were there any failures in obtaining timely 16 Q.usage data once power was restored? 17

[MEISSNER] I'm not aware from personal 18 A.knowledge if there was. There were some instances, 19

I know, during the storm when we had communication 20

failures, because the system also relies on 21

telephone to get information back to the call 22

center. So there may have been instances where 23

there was a communication failure. 24

59But as a general rule, when the system 1

was restored, the AMI system returned to normal 2

functioning. 3

[GANTZ] If I could add, because I think 4 A.the line of questioning started with a reference to 5

real-time, and I just wanted to clarify that 6

normally the AMI system is used to read meters on a 7

cycle basis. 8

MS. KOEPNICK: Let's go off the record 9

for a moment. 10

(Discussion off the record.) 11

MS. KOEPNICK: Let's go back on the 12

record. I'm sorry, Mr. Gantz. 13

WITNESS GANTZ: I'll continue my answer. 14

[GANTZ] We poll meters with the AMI on a 15 A.cycle meter basis, generally once a month. So I 16

didn't want to leave the impression that there's any 17

real-time data that we collect and accumulate on the 18

AMI meters. It's a monthly meter-reading process 19

based upon cycles for reading those meters and 20

generating the bills. So it's not real-time data. 21

[MEISSNER] It is daily reads. 22 A.[GANTZ] Daily reads by cycle. 23 A.So both monthly and daily reads by cycle. 24 Q.

60[LAMBERT] Right. Just to --1 A.Not real-time. 2 Q.[GANTZ] We don't generally read meters on 3 A.

a daily basis. We read them every day, but we read 4

them on a cycle that's once a month for each meter. 5

[LAMBERT] And that once a month is used, 6 A.if I may, for billing purposes, where we'll capture 7

that total consumption once a month on a cycle basis 8

for those customers. 9

Has the company made any conclusion 10 Q.regarding the performance of the AMI system during 11

the December ice storm? 12

[MEISSNER] During the ice storm -- first 13 A.of all, an event of that magnitude, I think it would 14

be our position that virtually any system in service 15

is going to be overwhelmed. An OMS system at the 16

outset of that storm would have simply told us that 17

the whole system is out. There was no other 18

information a system like that could have told us. 19

Similarly, the AMI system was extensively out of 20

service. At the peak, 100 percent of the system was 21

out. 22

During that period we discovered or we 23

learned a lot about the functioning of the system. 24

61It's a fairly new system. And I think we determined 1

that we will probably have to do some hardening of 2

the communication of that system in order to 3

interface with an OMS. 4

Mr. Letourneau, could I refer you to 5 Q.Exhibit AG-5-127. If you could look underneath your 6

response. Paragraph B, Subparagraph B -- I'm sorry, 7

Paragraph B, Subparagraph A. The sentence begins, 8

"Phase 1 will include the alignment of the most 9

senior members of staff." 10

[LETOURNEAU] Right. 11 A.What does the phrase "alignment of the most 12 Q.

senior members of staff around actionable items" 13

mean? 14

[FRANCAZIO] I actually put this piece 15 A.together. 16

Okay. 17 Q.[FRANCAZIO] What we're talk about here is 18 A.

what I had brought up previously, which deals with 19

the crisis response plan and the crisis response 20

committee. Part of this process is to report out to 21

that group as well, as we complete different 22

actionable items within the self-assessment 23

document. It is a governing structure that we had 24


62talked about previously. It is inherent in this 1

process that we're developing within the National 2

Incident Management System. So the crisis response 3

team -- or the crisis response committee is the 4

seniormost folks within the organization that will 5

have visibility as to the progress that we're making 6

as we go forward. 7

So it might be easier if I ask it like 8 Q.this, to both Mr. Francazio and Mr. Letourneau: 9

Under your response, Paragraph B, there are 10

Subparagraphs A, B, and C. 11

[FRANCAZIO] Correct. 12 A.For each of these action items, specific 13 Q.

personnel assignments have been made; is that 14

correct? 15

[FRANCAZIO] We are in the process of 16 A.assigning personnel to those actionable items, 17

correct. We have not completed that process as of 18

yet. We have at the very highest level within the 19

organization. And if you look at the attachment for 20

this particular section, which was a spreadsheet, we 21

have a senior sponsor associated with that. We are 22

still in the process of identifying the appropriate 23

individuals that will actually move that particular 24

63process forward at the tactical level. 1

So which phases have been complete at this 2 Q.time? 3

[FRANCAZIO] First of all, the rest of that 4 A.statement below Paragraph C says that these are not 5

mutually exclusive, they are running in parallel. 6

So all three types of activities are ongoing as we 7

speak. Obviously, to have a successful restoration, 8

you need to have a holistic end-to-end process. It 9

isn't something that you can say I'm just going to 10

do communications well or I'm just going to do 11

damage assessment well. It has to be all the pieces 12

working in concert with each other before that 13

restoration is going to be successful. 14

So what we are doing is, we've broken it 15

out into three phases, in the sense that we are 16

looking at the strategic, the tactical, and the 17

systems or operational-type activities that go with 18

it. 19

Which phase are you in now? 20 Q.[FRANCAZIO] We are working all three 21 A.

phases simultaneously -- 22

MS. KOEPNICK: One person at a time. 23

Please continue your answer. 24

64[FRANCAZIO] We are working all three 1 A.

phases simultaneously at this point in time. 2

Do you expect to have all three phases 3 Q.completed at the same time? 4

[FRANCAZIO] No, no. I would say Phase 3, 5 A.which is the system-type activities, is going to 6

take -- is going to be of longer duration than the 7

items that we associate with Phase 1 and Phase 2 in 8

this process. 9

What are your time lines for each or all of 10 Q.the phases? 11

[FRANCAZIO] Phase 1 is basically complete. 12 A.I'm going to say by June we will have the senior 13

team aligned, the plan established, the crisis 14

response plan established. And we've already had a 15

drill with the senior crisis response committee. So 16

that phase is nearing completion. 17

Phase 2 is the tactical piece, which is 18

the rewrite of the emergency response plans 19

themselves. That, as I said earlier, is going to 20

take at least through the August time frame. At 21

that point we would have to determine how much 22

training is going to have to be also implemented 23

with that. And we're anticipating the complete 24

65estimated -- the emergency response plan to be 1

completed by the end of November. 2

Systems, on the other hand, we need to 3

work with the vendors for OMS. That whole process 4

is out to RFP. Until that actually comes back, we 5

can't actually define what that project plan is 6

going to look like at this point in time. 7

So it's going to take some time working 8

with the vendors to say that we will have an OMS 9

system completed on a specific date. I know the 10

objective was to get it in by the end of year, but 11

again, until we work with the vendors, I'm not 12

certain that's going to occur. 13

Do you have budgets completed for these 14 Q.items? 15

[FRANCAZIO] Again, until the RFPs come 16 A.back and we can see what the vendors are indicating 17

as far as the amount of work, the scope of the work, 18

the integrators that might be necessary, such as 19

folks that might work for Oracle or other database 20

companies, as well as the vendor of the software 21

itself, we can't give you that number as of yet. We 22

should have some numbers.... 23

We should have an estimate sometime in 24


66June. 1

MS. MERRICK: Could we please just note 2

for the record that the witness conferred. 3

MS. KOEPNICK: Who did you confer with? 4

WITNESS FRANCAZIO: Kevin Sprague, 5

director of engineering. 6

So none of the phases are done at this 7 Q.time, and they're all being done at the same time, 8

right now. 9

[FRANCAZIO] Correct. 10 A.If you look Exhibit AG-5-127, Subparagraph 11 Q.

B of Paragraph B: Could you tell me, what does 12

"establish a process to address the tactical aspects 13

of the recommendations" mean? 14

[FRANCAZIO] The tactical component is the 15 A.emergency response plan. It's how you actually 16

implement the plan itself. That is going to be 17

addressed under ICS, which is the Incident Command 18

System. I don't know if folks are familiar with 19

the -- 20

It's a mandated program by the 21

Department of Homeland Security. The Federal 22

Government, State, and local agencies all have to 23

comply with the NIMS protocol. I would say that 24

67it's starting to become an industry practice for the 1

utility side of the business to start heading in 2

that direction as well. 3

It is a very formalized set of 4

procedures and protocols and structure that works 5

well. It also provides the utilities the ability to 6

communicate at the same level with the State and the 7

community emergency personnel. So when we start 8

talking about things like joint information centers, 9

unified command, all those terms are terms that are 10

established within the NIMS protocol. 11

So by moving the utility structure to 12

the same format, we can have intelligent 13

conversation about how we're going to approach an 14

event, who is going to be the incident commander, 15

are we going to have a unified command in this 16

process. Like I said, it is becoming an industry 17

best practice, if you want to call it that. It is 18

not mandated for the electric utilities, but as I 19

said, more and more utilities are headed in that 20

direction. 21

Do you know whether any other utilities in 22 Q.Massachusetts are headed in that direction or have 23

already headed in that direction? 24

68[FRANCAZIO] National Grid I know is 1 A.

implementing ICS as we speak. 2

If you look at Subparagraph C of Response B 3 Q.under Exhibit AG-5-127. What does "a review of 4

systems" mean? 5

[FRANCAZIO] Systems are the technology, so 6 A.OMS, IVR, Web applications. It's those types of 7

systems. 8

So OMS, IVR. Any others? 9 Q.[FRANCAZIO] Web applications, Web 10 A.

enhancements, so that customers can get information 11

from the Web, our websites. So what do we need to 12

do differently at Unitil so that we can provide more 13

information to the customers in a Web application. 14

Was that identified as something that would 15 Q.have helped during the ice storm? 16

[FRANCAZIO] It was one of the 28 self- 17 A.assessment recommendations: provide better 18

information to the customers in multiple formats, 19

that just being one. 20

Again, under Exhibit AG-5-127, response, 21 Q.Paragraph F: You state that there are no definitive 22

metrics at this time. 23

[FRANCAZIO] Correct. There are metrics 24 A.69

that you can utilize. But again, when I look at 1

metrics, I look at -- I'd rather look at key 2

performance indicators, which to me is a culmination 3

of metrics that tells you how well did the process 4

work from end to end. Again, you can go in and say, 5

okay, did I have good estimated restoration times in 6

relation to what I had projected out to the 7

customers. That's a metric. 8

You can have multiple metrics, but if 9

you don't have a complete end-to-end process view, 10

then you didn't really accomplish what you wanted to 11

accomplish. So if you don't have good 12

communications and you have a good restoration plan, 13

then you really didn't accomplish what you needed 14

to. 15

So we prefer to look at things on a KPI 16

basis, key performance indicators, which are a 17

culmination of metrics, to really see how well you 18

did. That will be developed as we build out the 19

emergency response plans. 20

Do you know when that will be developed? 21 Q.[FRANCAZIO] We should have our emergency 22 A.

response plans completed by August. We'll have a 23

set of metrics that go with that in that time frame. 24


70So by August. And you state also in this 1 Q.

same paragraph that Unitil's goals for metrics will 2

be dependent on the event. 3

[FRANCAZIO] Correct. 4 A.What does that mean? 5 Q.[FRANCAZIO] There are all different types 6 A.

of events. It could be a pandemic event. Those 7

goals and objectives are going to be different than 8

a gas event, which may be different versus an 9

electrical event. So it depends on the type of 10

event, how those goals are set up. 11

And what is "a goal for a metric" -- that 12 Q.term, "a goal for a metric"? What does that mean? 13

[FRANCAZIO] Like I said, a metric is a 14 A.very defined measure. A KPI is a culmination of 15

metrics to give you insight as to how well the 16

process is working. I think that's the goal, was to 17

have a series of KPIs that gives you a good 18

indicator of how the process is working. 19

Could you define KPI? 20 Q.[FRANCAZIO] KPI is key performance 21 A.

indicators. 22

Still staying with Paragraph F: I gather 23 Q.that these are storm response metrics that you're 24

71referring to and not recommendation implementation 1

metrics. 2

[FRANCAZIO] Correct. These were just some 3 A.samples of metrics that would eventually feed up 4

into a bigger scorecard, if you want to call it 5

that, related to the event itself. 6

So shouldn't event metrics be laid out in 7 Q.advance for incidents of different severity and 8

nature? 9

[FRANCAZIO] It depends on the metric 10 A.itself. There are specific metrics. For instance, 11

we would like to have a damage assessment complete 12

within a certain time frame. There are metrics that 13

will be associated with that, and those will be 14

triggers within the plan itself to do other things. 15

But as I said, we might do a great job 16

and hit our target as far as accomplishing a 17

damage-assessment Phase 1 review within 24 to 48 18

hours, depending on the type of event, and set that 19

as a metric. You can have that metric, but that 20

does not say that you are going to have a successful 21

restoration. You'd have to have multiple metrics 22

that would be actually assembled and targeted so 23

that you can create that key performance indicator 24

72going forward, to say that that particular process 1

worked well. You have to look at it on a process 2

basis, not just on an individual activity basis. 3

So would you say that event metrics should 4 Q.be laid out in advance for incidents of different 5

severities and nature? 6

[FRANCAZIO] I think it depends -- again, 7 A.there are some metrics that you can, and there are 8

some metrics that you cannot until the event occurs. 9

It depends on the intensity and the severity of the 10

event, the type of event. It could be a lightning 11

storm versus an ice storm versus a hurricane. Three 12

different types of events; your metrics are going to 13

be different. Though there will be some that will 14

be common, there are going to be others that will be 15

different. 16

There might be things like how well did 17

you work with the community and did you have to 18

provide resources to the National Guard. It could 19

be shelters. It could be a lot of other things that 20

you need to bring in in your overall view of how 21

well you did in relation to that type of thing. 22

Can I conclude from that that you might 23 Q.intend to design metrics during the middle of an 24

73event? 1

[FRANCAZIO] You would typically set your 2 A.objectives, goals, and metrics early on in the 3

event. So sometime early on in an event you would 4

have those established. 5

So early on being after the event has 6 Q.already begun, perhaps. 7

[FRANCAZIO] More than likely there will be 8 A.some that will be developed during that process, 9

yes. 10

This is a question for Mr. Letourneau, but 11 Q.again, if somebody else on the panel would like to 12

respond, that's fine. I'm looking at the self- 13

assessment report, Exhibit FGE-7. At the very 14

beginning of the report, Pages small i, small i, 15

small i, small i, to v-small i, small i, small i -- 16

or iii to viii. 17


for a minute. 19



record. 22

On these pages of the self-assessment, 23 Q.where Recommendations 1 through 28 are detailed: 24


74

Can you provide a timeline for each recommendation? 1

[FRANCAZIO] Again, maybe I should answer 2 A.that question. 3

Sure. 4 Q.[FRANCAZIO] We had put together a 5 A.

spreadsheet that was attached to 127 that gave you 6

some idea what that timeline was going to be related 7

to the recommendations. 8

Can I interrupt you for a minute? To 9 Q.clarify the record, at Exhibit AG-5-127, Attachment 10

1, there's a timeline. Is that correct? Is that 11

what you're look at? 12

[FRANCAZIO] Sure. 13 A.Could I rephrase the question? So at 14 Q.

Exhibit AG-5-127, Attachment 1, Page 1 of 2, there's 15

a column with an abbreviation "COMP date." 16

[FRANCAZIO] Yes. 17 A.Are those the estimated completion dates 18 Q.

for each of the recommendations that appear in the 19

self-assessment report? 20

[FRANCAZIO] They are. 21 A.And are these accurate as of this date? 22 Q.[FRANCAZIO] Well, as I indicated 23 A.

previously, we are in the process of implementing 24

75the plan, changes, procedures. These were our best 1

estimate at the time. I am not going to say that 2

all of them are 100 percent accurate. And until we 3

actually sit down with the individuals who are going 4

to be assigned that role, I would say that it would 5

then be updated to reflect what we think we can get 6

done in a certain time frame. 7

However, as I also indicated, our 8

objective is to have the plans complete by the end 9

of August and the processes institutionalized within 10

the organization by November. That's the objective. 11

And on the same exhibit, AG-5-127, 12 Q.Attachment 1, could you identify the personnel for 13

each recommendation? Is that person under the 14

column Executive Sponsor? 15

[FRANCAZIO] That is, as it indicates, the 16 A.executive sponsor who owns that particular process 17

or that recommendation. That is not the person who 18

is going to necessarily be the person implementing 19

it. They will be the person -- and again, this gets 20

back to the visibility, the governance process. We 21

want to make sure that it is transparent to the 22

senior team as to the progress we're making in each 23

of the areas. And there is a process owner as part 24

76

of that, and as you see, we've identified, you know, 1

senior members of Unitil to be those process owners. 2

So you've identified the senior members to 3 Q.be the process owners. 4

[FRANCAZIO] Right. 5 A.And then as you explained before, you're 6 Q.

still in the process of identifying other folks who 7

will actually implement -- 8

[FRANCAZIO] Develop and implement the 9 A.piece. 10

Could you identify a budget for each of 11 Q.these recommendations? 12

[FRANCAZIO] We haven't as of yet done that. 13 A.I would say that the majority of these are 14

process-driven issues. It doesn't really require a 15

lot of dollars associated it. It is really changing 16

the business processes that we have today. There's 17

going to be some training issues here, and that's 18

where we'd have to have a budget related to that 19

piece of it. 20

I'd have to go back and, you know, look 21

at each component. I will say that the OMS 22

recommendations and the systems-type recommendations 23

are going to be the most expensive. Clearly, that 24

77will be over a million dollars in those areas. 1

You mentioned that you'll be updating the 2 Q.completion date for this action plan? 3

[FRANCAZIO] This action plan is a very 4 A.high-level plan. It was my first cut, just coming 5

into the company, looking at the 28 self-assessment 6

items, and coming up with a cut at, all right, what 7

can we do in relation to what I perceive to be the 8

amount of work related to each of those items? 9

The next piece of this is obviously to 10

put this in a much more detailed plan. So each of 11

these would have to have a separate little project 12

plan that goes with it, as far as when we're going 13

to have a specific team assembled to work through 14

the problem, as well as the output of that team, and 15

have a specific module that's going to fit into the 16

emergency response plan going forward. 17

For instance, damage assessment is a 18

separate model. Staging sites is a separate module. 19

So there's teams working on those pieces that will 20

come together at some point in time. And again, 21

we're still in the process of developing a detailed 22

project plan related to that. 23

Do you expect completion by November of 24 Q.


782009? 1

[FRANCAZIO] Yes, we do. 2 A.For all of the recommendations? 3 Q.[FRANCAZIO] Other than the systems, as I 4 A.

indicated previously. Those would be probably a 5

longer duration. 6

While these processes are ongoing, what is 7 Q.to prevent a similar experience as the 2008 ice 8

storm from occurring? 9

[FRANCAZIO] What we've done is gone 10 A.through the 28 recommendations. I prioritized those 11

recommendations into those areas that through my 12

experience I feel would provide the best avenue to 13

ensure a successful restoration, so things like the 14

acquisition of additional resources, having specific 15

damage assessment processes, being able to have 16

logistics identified so that you can actually manage 17

large numbers of personnel, the communication 18

aspects: These are all the things we prioritized, 19

and we intend to have them done earlier in the 20

process rather than later in the process. So 21

helpfully before hurricane season, or even before a 22

severe lightning storm or some event such as that, 23

we will have those processes identified, and we 24

79could quickly implement. 1

Clearly, one of the things we need to do 2

is work with each of the area managers so they 3

understand how those processes would be implemented 4

within their area in the short term. 5

So there is, if you want to call it a 6

short-term plan, to make sure we get the key 7

elements working, and then a longer-term plan, where 8

you would bring all those pieces together into a 9

comprehensive plan going forward. 10

Do you have a list of the recommendations 11 Q.in order of priority? 12

[FRANCAZIO] I do not, not here. 13 A.Could I make a record request, please, for 14 Q.

a list of the recommendations in Unitil's self- 15

assessment report based upon the priority of the 16

company, along with their dates of implementation. 17

MS. KOEPNICK: This is Record Request 18

Attorney General No. 1. Does the witness understand 19

the record request? 20

(Record Request AG-1.) 21

WITNESS FRANCAZIO: I do. 22

MS. KOEPNICK: Let's take a very brief 23

recess, ten minutes. I ask that everybody be back 24

80here ten minutes from now and ready to go. 1

(Recess taken.) 2


record. After a brief recess, the Attorney General 4

is continuing with her cross-examination of the 5

company's witnesses. Does Mr. Francazio have a 6

question? 7

WITNESS FRANCAZIO: I'd like to just 8

clarify one issue that came up previously. 9

MS. KOEPNICK: Okay. 10

[FRANCAZIO] There's been a lot of 11 A.discussion about the new set of procedures that 12

we're going to be instituting at Unitil. I want to 13

make sure that it's clear, though, that there is an 14

emergency response plan that exists today. It's 15

been effective for them for most events. It was 16

problematic for an event of this size and this 17

magnitude that impacted all their service territory. 18

The new procedures will definitely 19

address that, and it will enhance the plan, without 20

a doubt. But it isn't as if there is no plan that 21

exists today. There is one, and it is something 22

that has worked well for them in the past. 23

And it is the same plan that was in place 24 Q.81

during the December ice storm? 1

[FRANCAZIO] It was. 2 A.Thank you. I'm going to move on to a new 3 Q.

line of questioning, on the issue of communications. 4

Mr. Gantz, I have a few questions for you. 5

MS. KOEPNICK: Can you please speak up a 6

little? We're having trouble hearing. 7

MS. MERRICK: Yes. 8

Mr. Gantz, can you provide when Unitil was 9 Q.able to provide staff in each of the municipal 10

emergency response centers, so for each of the towns 11

in Fitchburg Gas and Electric's territory? Start 12

with Ashby. 13

[GANTZ] I don't believe Ashby had a formal 14 A.EOC established. I know we had communications with 15

Ashby through the course of the week. What 16

happened, we brought additional personnel down to 17

Fitchburg to assist with the communication with the 18

municipalities in Ashby. I know we established a 19

regular telephonic communication. And the same was 20

true in town. 21

We did have people going out into those 22

communities at various points in time during the 23

event, but we did not have an individual stationed 24


82per se on a full-time basis in either of those 1

communities. 2

For Fitchburg and Lunenberg, again, we 3

had communication during -- throughout the period. 4

We had individuals that might go out to the area to 5

make contact with folks. I know I took that role in 6

Fitchburg, went to a number of the EOC meetings in 7

Fitchburg, attended many of the mayor's press 8

conferences, but we did not have a full-time 9

presence at the EOC early in the storm. 10

I believe it was Thursday, which would 11

have been the 18th, when we began to assign people 12

specifically to staffing positions at the EOC in 13

Fitchburg and in Lunenberg. 14

Could you define for the record, please, 15 Q.EOC. 16

[GANTZ] Emergency operations center. That 17 A.refers to the local community's command post. 18

And so you had staff after the 18th in 19 Q.Fitchburg and Lunenberg, but there was not an EOC in 20

Ashby or Townsend? 21

[GANTZ] That's correct. 22 A.I'm going to refer you, Mr. Gantz, to the 23 Q.

self-assessment report, which is Exhibit FGE-7, at 24

83Page 81. I'm looking at the second paragraph, the 1

fourth line. It states that on December 19th two 2

DPU staff members visited the Fitchburg DOC and met 3

with storm managers. Was it DPU staff members or 4

Unitil staff members? 5

[GANTZ] I believe that's referring to two 6 A.DPU staff members. 7

[MEISSNER] That is correct. It was DPU 8 A.staff members, and it was myself and Raymond 9

Letourneau that met with them. 10

And when did Unitil provide staff visits to 11 Q.each town? 12

[GANTZ] I need a clarification of what 13 A.staff visits -- I thought I already answered that 14

question. 15

MS. KOEPNICK: Are you asking what staff 16

she's referring to? 17

WITNESS GANTZ: She referred to staff 18

visits. I thought I already answered that question, 19

but I may not have. 20

Can you tell me the dates when folks from 21 Q.Unitil or Fitchburg went to each of the towns -- to 22

Ashby, Townsend, Lunenberg, and Fitchburg? I had 23

asked previously about the EOCs, but I'm asking when 24

84you made visits to each of the towns, whether it was 1

to their EOC or they didn't have an EOC. 2

[GANTZ] Well, that would have taken place 3 A.on a number of days throughout the course of the 4

event, and I don't know all of the personnel that 5

might have been visiting those communities at 6

different points in time. 7

I do know that I went to the Fitchburg 8

EOC on Saturday, the 13th. I know other personnel 9

also went to the Fitchburg EOC at different points. 10

I know personnel went to the Lunenberg EOC at 11

different points. 12

But with respect to the placing of 13

personnel in the EOC? That, again, I believe 14

happened on Thursday the 18th, is when that process 15

began. 16

So would you describe the visits by 17 Q.personnel to each of the towns as consistent during 18

the storm event, or was it sporadic? 19

[GANTZ] It was not as consistent as we 20 A.would have liked, given the nature of the situation 21

that we were experiencing in three of our divisions 22

in both states. And as a matter of fact, I know we 23

identified -- one of the lessons we learned from 24

85this process was that not having a consistent person 1

assigned to a municipality, you know, led to some 2

confusion and led to communications not being as 3

effective as they could have been. So we had people 4

rotating through, and that lack of continuity in 5

terms of the context with the different communities 6

was not ideal. 7

I'm referring again to the self-assessment, 8 Q.on Page 82. The second full paragraph, it states 9

that "Emergency officials were provided with a 10

dedicated line, which rang directly into the local 11

Unitil EOC." Who staffed this line on the Unitil 12

side? 13

[GANTZ] That line goes directly into what 14 A.we had referred to as the storm room and will be 15

staffed by the restoration coordinator or his 16

designees who would be in the storm room. 17

Could you identify who those folks are? 18 Q.[MEISSNER] The local restoration managers 19 A.

in Fitchburg were Chris Dube and Mark Frappier, were 20

acting as restoration coordinators, and they were 21

supplemented by engineering personnel from our 22

corporate office, including our director of 23

engineering and our manager of energy systems 24


86engineering. And there may have been additional 1

personnel, in addition, but those were probably the 2

four people that were consistently in the EOC. 3

[GANTZ] And this is our EOC in this case, 4 A.not the town's. 5

Yes, I'm asking on your end, your EOC. 6 Q.Could I refer you now to Exhibit 7

AG-1-34. I recognize that this response was 8

prepared by Mr. Letourneau, so let me ask the 9

question, and you can decide who would like to 10

answer. 11

It's stated that public safety officials 12

were given a dedicated phone line and could reach 13

operations personnel directly. Is that correct? 14

[LETOURNEAU] That's correct. 15 A.When did that begin for each town in the 16 Q.

Fitchburg territory? 17

[LETOURNEAU] I'm sorry, I couldn't hear 18 A.the question. 19

When did that begin in each town in the 20 Q.Fitchburg territory? 21

MS. KOEPNICK: Could you repeat the 22

question? 23

When did that begin in each town in the 24 Q.87

Fitchburg territory? 1

[LETOURNEAU] Before the storm began, 2 A.approximately December 10th. Part of our emergency 3

response plan includes contacting the towns and 4

verifying contact information, including the 5

dedicated phone lines. 6

And were the dedicated phone lines 7 Q.functioning continuously throughout the storm? 8

[LETOURNEAU] Yes, they were. 9 A.Are you aware of any problems experienced 10 Q.

by public safety officials in reaching operations 11

personnel directly? 12

[LETOURNEAU] I am not personally aware of 13 A.any situations, no. 14

[GANTZ] If I could just add to the 15 A.response: There is a footnote both in the report as 16

well as on this data response that that dedicated 17

line did become compromised inadvertently, I 18

believe, that was released to the customers and 19

began becoming overloaded with customer calls. It 20

was no longer useful as an emergency line. It was 21

discontinued, and there was a replacement, 22

replacement extension that was then used for that 23

purpose later in the event. 24

88How was that communicated to the town 1 Q.

personnel, that there was an alternative dedicated 2

line? 3

[MEISSNER] It would have been communicated 4 A.by the local restoration coordinator. 5

And for how long was the dedicated line 6 Q.compromised? How long were they unable to reach -- 7

[MEISSNER] Well, once the decision was 8 A.made to change the phone line, it was for the 9

remainder of the event. The phone number was 10

actually changed to a new number. 11

And so, again, that new number was 12 Q.communicated to municipal officials by whom? 13

[MEISSNER] Based on my understanding, yes, 14 A.by the people in our local storm room. 15

How long did it take to get the new line 16 Q.established? 17

[MEISSNER] I believe once it was switched 18 A.over, it happened instantly. They switched from one 19

number to another. 20

So was it compromised for any amount of 21 Q.time? 22

[MEISSNER] Well, there would have been a 23 A.period of time when the line might have been busy 24

89because of the call volume, so that was what caused 1

the change to a new number. 2

And for approximately how long? 3 Q.[MEISSNER] I don't have personal knowledge 4 A.

of that. 5

[LETOURNEAU] I do not. 6 A.Mr. Gantz, can you tell me what information 7 Q.

was provided to local emergency response personnel 8

other than that information that was available in 9

the CSRs? 10

[GANTZ] Let me clarify the question. When 11 A.you refer to information in the CSRs, I think you 12

may be referring to actually what we call a PSA, 13

which is a public service advisory -- 14

Yes, that you provide -- 15 Q.[GANTZ] -- which is formal outgoing 16 A.

information to media and public officials. 17

So the PSA was the primary outgoing 18

communication vehicle, to provide that base of 19

information to all of our outlets. In addition, 20

there would have been regular communication from the 21

storm room to emergency officials in each of the 22

communities, dealing with things like wire-down 23

calls, emergency calls. That would be something 24


90that, you know, the restoration coordinators would 1

be responsible for those direct contacts. 2

In addition, during the course of this 3

event, obviously, because of the length of time and 4

the number of customers affected, there were, if you 5

will, a spillover of calls coming from all different 6

directions. So we had more calls coming in from 7

local communities, from sometimes the Town office or 8

the Town administrators or the selectmen or the 9

elected representatives. So during the event, me 10

and the staff that was reporting to me began to take 11

more of those calls, to serve as a two-way conduit 12

of information to the company as well as outgoing. 13

So that was something that increasingly began to 14

take place throughout the event. 15

I'm not sure if that responds to your 16

question entirely, but it's a general summary of 17

things that we described in the reports and in the 18

data responses. 19

Could you provide any relevant documents 20 Q.showing how some of the information that you 21

provided to local emergency response personnel was 22

different from that which was contained in the PSAs? 23

[GANTZ] The data -- some of the 24 A.91

information that the local officials were asking 1

about would have been very specific to the 2

community, having to do with the locations of the 3

lines down or the locations of problems that needed 4

to be addressed, very specific kinds of questions 5

that wouldn't be in a PSA. 6

In addition, they were often interested 7

in kind of -- the status of crews, where the crews 8

were going to be working, what they were going to be 9

working on, in some cases helping to identify some 10

priority areas or questions from individual 11

customers. 12

So the nature of that information flow 13

during the course of the event was generally a lot 14

more detailed and specific than the PSA information 15

would have been, and in some cases more of an 16

operational nature. 17

Are there documents showing that 18 Q.information flow? 19

[GANTZ] There may be documents showing the 20 A.information flow but not the specific contacts. We 21

did not have a log of all the communications with 22

local officials. It was generally happening moment 23

to moment during the event, lots of contacts and 24

92lots of conversations. So we don't have a log of 1

that communication. We don't have a log of exactly 2

what was communicated or by whom. 3

Did personnel contacting the municipal 4 Q.offices have any access to town- and neighborhood- 5

specific information on the location of crews and 6

the estimated time for restoration of service? 7

[GANTZ] The -- let me use, for example, 8 A.the people that we did embed in Fitchburg and 9

Lunenberg. We know that one of the difficulties is 10

that a lot of the questions that they were being 11

asked were things that we did not have information 12

for. For instance, the folks working on the 13

restoration would be looking at repairing circuits. 14

Customers would be interested in their specific 15

situation, which might be an address in the 16

community. And given the extent of the damage to 17

all the different parts of the system, it was really 18

impossible to give good information at the level of 19

an individual customer, in terms of when crews were 20

going to be there or when that customer might be 21

repaired. 22

So I know one of the concerns was that 23

the people we had in the EOCs could not provide the 24

93kinds of information that people were seeking from 1

them, so it was a source of dissatisfaction. 2

But how were local emergency response 3 Q.personnel apprised of whether down lines were hot or 4

dead? 5

[MEISSNER] Well, I mean, I think it's fair 6 A.to say that all the down lines were dead at the 7

outset. The whole system was deenergized. And as 8

we restored circuits, all the fuses and side taps 9

were all cleared because everything was damaged. So 10

all the lines were dead. 11

So there were never any concerns by 12 Q.municipal officials or contractors or anybody about 13

whether any down lines could still have been live? 14

[MEISSNER] There may have been concerns, 15 A.but I don't have firsthand knowledge of the 16

communications that would have been involved in 17

terms of those concerns. 18

Mr. Gantz, do you know of any concerns? 19 Q.[GANTZ] I do know that there were in some 20 A.

cases direct communications into the storm room 21

about areas where, for example, the DPWs might be 22

working to clear streets. They had some concerns 23

about whether the lines that they're seeing in the 24


94streets, you know, were live or not. And they were 1

following a procedure that said if they didn't know, 2

they had to assume it was live. 3

In some cases we had -- for periods of 4

time we had an employee that was assigned to DPW 5

crews to identify the wires and verify that they 6

were not live, so that then the tree-clearing 7

operation could proceed. 8

And I would say -- you know, there were 9

many calls that came into the storm room from the 10

different communities with questions about what was 11

live and wasn't live, and in some cases crews would 12

be dispatched to locations or individuals dispatched 13

to locations to verify the status. 14

It was my understanding in some cases 15

there were procedures that -- I think in the City of 16

Fitchburg they had a procedure that they had 17

individuals that were trained in the use of hot 18

sticks to identify the status of a line, and that 19

was a procedure that they were using to identify the 20

status of lines. 21

So is it your testimony that the company 22 Q.was always aware of the status of each of the lines 23

that were down? 24

95[MEISSNER] One thing, in terms of context: 1 A.

This storm was really different than any other 2

storm. Under normal circumstances there may be 3

lines down at specific locations. There may be a 4

dozen locations where there is a wire down. In that 5

situation, of course, company representatives go to 6

each of those locations and verify whether the line 7

is energized or not. 8

In this storm there was no such 9

location. There were lines down everywhere, miles 10

and miles, dozens of miles, we've estimated perhaps 11

as many as 150 to 200 miles. Under that 12

circumstance, there is no way to respond to each and 13

every wire down. There were just wires down 14

everywhere. 15

So our procedures were to restore the 16

system in a way that we were not energizing wires 17

that might be down. We proceeded in a fashion from 18

the substation where we cleared all the side taps, 19

cleared all the other parts of the circuitry, and 20

restored in phases all the way through. So there 21

should never have been a time that there were wires 22

that were energized during the course of our 23

restoration. 24

96I'm going to move on to some questions 1 Q.

concerning communications with consumers. 2

Mr. Lambert, could I ask you to refer to Exhibit 3

AG-1-13. 4

MS. KOEPNICK: Was that AG-1-13? 5

MS. MERRICK: Yes, AG-1-13. 6

[LAMBERT] Yes, I have it. 7 A.Thank you. In this response it states that 8 Q.

Unitil attempted to contact each of the 11 critical- 9

care customers that reported an outage between 10

December 11th and December 13th; is that correct? 11

[LAMBERT] That's correct. 12 A.And is critical care the same as life- 13 Q.

support customers? 14

[LAMBERT] It is. 15 A.Would you describe this as a passive or an 16 Q.

active approach to reaching out to these customers? 17

[LAMBERT] Well, in our -- as each customer 18 A.had contacted us, to call them back afterwards, you 19

could generally describe that as a more passive 20

approach, I guess. 21

However, as we go through -- as we go 22

through future events, one of our lessons learned 23

was to develop a procedure that we would proactively 24

97contact these customers, to identify specific jobs 1

of representatives or supervision staff that would 2

perform those duties as well, so not only call them, 3

before an event and during an event, but also 4

document each and every call. 5

And what if you couldn't reach them by 6 Q.phone? 7

[LAMBERT] We'd certainly make every 8 A.attempt to try to reach them by phone. One thing 9

that we had identified was to ensure that the list 10

is the most up to date with all telephone numbers, 11

land-line telephone numbers, cell numbers, and then 12

the procedure was to pose that same question to 13

customers, if there are any other ways that they 14

would like to be contacted. 15

And the same response, Exhibit AG-1-13, 16 Q.indicates that you have no record of any successful 17

contact with those who did report outages; is that 18

correct? 19

[LAMBERT] I wouldn't characterize it 20 A.necessarily that way. It's just basically we didn't 21

have records that, whether we did contact them -- 22

were able to contact them or were unable to. Each 23

one was attempted to be contacted, I believe several 24


98times, shortly after they reported their outage. 1

And the same response indicates that Unitil 2 Q.did not contact the other 56 life-support customers; 3

is that correct? 4

[LAMBERT] That's correct. 5 A.Given the severity of the storm, did Unitil 6 Q.

believe it had any responsibility to contact all of 7

the critical-care customers on a proactive basis? 8

[LAMBERT] We did not have a procedure 9 A.prior to the storm or during the storm that stated 10

to contact them in a proactive way. Certainly the 11

decision not to contact the 56 was not a deliberate 12

decision. It was just during the unprecedented 13

event, it just called certainly for a need to 14

complete this process in a more improved way for all 15

future events. 16

Could you please describe the critical-care 17 Q.and health issues that might put somebody on a 18

critical-care list. 19

[LAMBERT] I believe I define that in one 20 A.of the requests, that stated the customer's need for 21

electricity services during a prolonged outage. An 22

example of that would be oxygen. 23

So electricity or extended lack thereof 24 Q.99

could mean a life-or-death situation for some of 1

these customers? 2

[LAMBERT] It could, if a customer did not 3 A.seek alternative resources, which the company was 4

providing in several different forms, through the 5

PSAs. Because one thing we did recognize was that, 6

as electricity was down, communications across the 7

system as well were down, with the local telephone 8

vendor. What we also had pointed to was to work 9

with the Towns, to work through our PSAs, to get 10

shelter information out, to get safety information 11

out to the customers throughout the event. 12

Is there a priority list of calls, in terms 13 Q.of the life-support customers? Do you know who you 14

try to reach out to first? 15

[LAMBERT] No. Once they're on the list, 16 A.those are the customers that we are going to call. 17

So as a customer -- in the event of this storm, our 18

procedure was, as they called in, we would call them 19

back immediately. 20

Do you have a priority list generally of 21 Q.the category of people that you call when a storm 22

event like this hits -- for example, municipal 23

officials, State officials, life-support customers? 24

100[LAMBERT] Could I ask you just to restate 1 A.

that question, if you would? 2

MS. MERRICK: Actually, could I ask the 3

court reporter to restate it, please. 4

(Question read.) 5

[GANTZ] I think that's probably more from 6 A.the standpoint of operations restoration 7

coordination responsibility, in terms of the 8

operational details -- for example, the emergency 9

officials, State officials. You know, Mr. Lambert's 10

responsibility is on the customer side and not so 11

much in terms of the communications for the 12

restoration program itself. 13

Could another member of the panel answer 14 Q.that question from the operations standpoint and 15

tell me in what priority you reach out to emergency 16

personnel, to State, to municipal? 17

[MEISSNER] I'm not sure we can answer 18 A.specifically. Our plan does have plans that involve 19

embedding in local EOCs and so forth. As I said, 20

there is a telephone number that rings directly into 21

our storm office. 22

At the outset of the storm, the whole 23

system was out. The transmission system was out 24

101feeding into our system. During the early hours, 1

all the folks were engaged exclusively on trying to 2

get transmission restored. And even once the 3

external transmission was restored, everybody 4

locally was engaged in restoring our own 5

transmission. So therefore, I would have to say 6

that people made decisions on the spot where they 7

engaged in restoration activities, trying to get 8

that transmission back, believing that in doing so 9

they would restore service to a majority of 10

customers. And therefore, in making that decision, 11

they didn't embed at the local EOCs, as the plan 12

said. 13

I think it was recognized early on that 14

they needed help in that communication, and 15

therefore I think that help was forthcoming on 16

Saturday, which is when people first arrived to help 17

with the local communication. 18

Mr. Lambert, could I ask you to look at 19 Q.Exhibit AG-4-108. 20

[LAMBERT] Yes, I have it. 21 A.Why didn't Unitil ask fire or police to 22 Q.

contact the 11 critical-care customers that couldn't 23

be reached? 24


102[LAMBERT] I'm not sure why we didn't. We 1 A.

could certainly take that under advisement as we 2

develop our new plan. But again, it was not a 3

deliberate decision not to contact them or not to 4

explore all avenues to contact them. I will take 5

that under advisement going forward. 6

But we did point out, it wasn't a 7

deliberate decision, did point out the need for 8

specific jobs going forward. 9

Could you look, please, to Exhibit 10 Q.AG-4-110. 11

[LAMBERT] Okay. 12 A.This again refers to Exhibit AG-1-13 and 13 Q.

asks about the status and condition of the other 56 14

life-support customers during and after the storm 15

and restoration event. Is that correct? 16

[LAMBERT] That's correct. 17 A.And can you tell me, has the company 18 Q.

considered changing its operations to be aware of 19

the status and the condition of its life-support 20

customers during severe storm events? 21

[LAMBERT] Yes, we have. As part of an 22 A.attachment, we have attached the newly revised life- 23

support procedure. That includes contacting, 24

103proactively contacting all life-support customers on 1

the list prior to an event and at least each day 2

during an event. 3

Mr. Lambert, have you heard of a system 4 Q.called MARS, M-A-R-S, Mutual Assistance Routing 5

System? 6

[LAMBERT] I have heard of it. I can't say 7 A.I'm familiar enough to speak to it, but I have heard 8

of it. 9

There's a similar system, called 21st 10 Q.Century Communications, which is a vendor. Is this 11

a type of system that you've considered using? 12

[LAMBERT] As I understand, what services 13 A.the vendor 21 Century provides, they provide a 14

service that would allow customers to overflow from 15

the utilities into a similar system. At that point, 16

I believe MARS would allow the customers to come 17

back into the company's realm, to company personnel, 18

during a very large event. 19

Unitil, we have completed -- one of 20

our self-assessment recommendations was to have an 21

overflow call center, where if a customer were to 22

call in and that would exceed the normal number of 23

lines that go into the call center, if that were to 24

104be exceeded, it would feed into an overflow IVR that 1

would provide customers the outage option to report 2

their outage. So we have contracted with our 3

current IVR vendor and have implemented it and 4

tested it. And that's completed as we speak. 5

Could I refer you to Exhibit AG-1-62, at 6 Q.Attachment 2. Actually, there's Attachment 1 and 7

Attachment 2, that's kind of lengthy. But if you 8

could look, please, to Page 10 of 38 of Attachment 9

2? 10

[LAMBERT] I have it. 11 A.This is an email message concerning -- one 12 Q.

of the things it concerns is when customers were 13

told they could expect full restoration. Is that 14

correct? 15

[LAMBERT] That's correct. 16 A.Could you please describe day by day from 17 Q.

December 11th on what your call center told 18

customers that their estimated restoration times 19

were. 20

[LAMBERT] The call-center representatives 21 A.were using, as our procedure, which is our procedure 22

in a storm, to use the same information as stated in 23

our PSAs. So as a summary table -- all of our PSAs 24

105stated -- the representatives would be relying on 1

this information, that was further communicated from 2

emails, voice communications with them, meetings as 3

well. So from December 11th.... 4

[GANTZ] We're looking at Table 8 in the 5 A.self-assessment report, which is on Page 78, which 6

summarizes the messages that were contained in the 7

PSAs. So we're looking at the entry for December 8

12th, which is the first post-event PSA. 9

[LAMBERT] So taking us from there, on 10 A.December 12th, it would take days to restore power, 11

was the first message. 12

On December 13th, at 8:30 p.m., we still 13

continued that it will take days to restore power. 14

At December 14th, at around the same 15

time, 9:00 p.m., we cannot provide specific 16

estimated restoration times, but anticipates that 17

restoration efforts will continue for several days 18

in hard-hit areas. 19

On December 15th, at 9:30 p.m., Unitil 20

cannot provide specific estimated restoration times 21

but anticipates that restoration efforts will 22

continue for several days in the hard-hit areas. 23

On December 16th, at 10:10 p.m., service 24


106restoration for Unitil's New Hampshire operations is 1

expected to be essentially complete in the capital 2

area, on Wednesday in the Seacoast area, in the 3

subsequent overnight issues, with the exception of 4

individual service issues and subject to potential 5

delay due to weather. 6

It continues that the company wasn't able 7 Q.to give specific restoration times until about 8

December 23rd; is that correct? I'm looking at the 9

self-assessment report on Page 80. 10

[GANTZ] We did include some information on 11 A.December 17th and 18th about when we expected 12

restoration in the Fitchburg area to be done. The 13

first one, on the 17th, referred to restoration of 14

all primary circuits in Massachusetts is expected 15

Thursday in Fitchburg, Friday in Townsend and 16

Lunenberg, and on the weekend in Ashby. So that was 17

the first specific town-by-time estimated 18

restoration times that were provided, and that was 19

on December 17th. 20

If I look back to Exhibit AG-1-62 at 21 Q.Attachment 1, you've also got a similar table with 22

dates, numbers of PSAs, messages regarding estimated 23

restoration times, and other messages. If I look at 24

107the entries for December 11 through December 16, am 1

I correct in concluding that Unitil provided no 2

specific estimates of restoration times in its PSAs 3

other than "several days"? 4

[GANTZ] I believe that's correct, yes. 5 A.And during the period between December 11th 6 Q.

and December 16th, Mr. Lambert, did communications 7

center personnel say anything to customers like 12- 8

to 24-hour recovery time, in terms of giving an 9

estimation of recovery time? 10

[LAMBERT] I'm not sure. I don't have any 11 A.cases where customer-service representatives had 12

said that to any customers. 13

One thing that we do, in the emails -- 14

and some of the purposes of the emails were to let 15

customer-service representatives privy of some of my 16

conversations with operations personnel. This was 17

based on historical knowledge of what happens in a 18

storm. So that's how I put through those messages 19

in emails. 20

But with the procedures that we state to 21

the customer-service representatives, we say we 22

always come back to the PSA. If the PSA says it 23

will take days, that's the communication out to the 24

108customers. If it says several days, that would be 1

the communication out to the customers. 2

Mr. Gantz, referring again on this page to 3 Q.Exhibit AG-1-62, Attachment 1, and the PSA for 4

December 17th. December 17th was a Wednesday, and 5

this states that restoration of all primary circuits 6

will occur on Thursday in Fitchburg, Friday in 7

Townsend and Lunenberg, and then on the weekend in 8

Ashby. Is that correct? 9

[GANTZ] Yes. 10 A.Could I refer you back to the Unitil 11 Q.

report, which is Exhibit FGE-2 -- 12

[GANTZ] Yes. 13 A.-- the winter storm report, at Attachment 14 Q.

2. It's Bates-stamped FGE 140. 15

MS. KOEPNICK: What attachment is that? 16

MS. MERRICK: It's Volume 2, the 17

attachments to the report of Unitil/Fitchburg Gas 18

and Electric on the 2008 winter storm report. It's 19

the February 23rd, 2009 report. It's identified as 20

Exhibit FGE-2. It's Tab 6. It's FGE 140, at the 21

bottom of the page, this is an advisory notice. 22

MS. PURCELL: It's Bates-stamped 140? 23

MS. MERRICK: Yes. 24

109[GANTZ] Yes. 1 A.Would it be correct that this specific 2 Q.

estimate I referred to previously actually was 3

released in a PSA on Tuesday, December 16th, which 4

is what appears here on Page FGE 140? 5

[GANTZ] Yes, that's correct. Could I take 6 A.a moment to confer? 7

Sure. 8 Q.(Pause.) 9

[GANTZ] We think there's an error. The 10 A.table is incorrect. It's incomplete in the PSA. 11

There was a separate paragraph that contained that 12

specific estimate of restoration time for the 13

Fitchburg communities, and it's not included in that 14

cell in the table. It may have gotten dropped off 15

inadvertently. So you are correct that the table is 16

not entirely accurate. 17

The table on the self-assessment report? 18 Q.[GANTZ] The table is not entirely accurate 19 A.

because it doesn't contain that specific estimated 20

restoration time for the Massachusetts communities. 21

And I'm still looking at the page marked 22 Q.FGE 140. 23

[GANTZ] Yes. 24 A.


110In the third paragraph, does "restoration 1 Q.

of primary circuits" mean complete power restoration 2

to customers? 3

[GANTZ] No; and we know this was a source 4 A.of some confusion as well. The target for that 5

restoration effort during the week was to get the 6

primary circuits up. That's obviously the backbone 7

of the system. In a normal storm, you get the 8

primaries up, and then you have a handful of 9

individual service issues to deal with. This storm 10

obviously was not anything we had experienced 11

before. It was quite a bit out of our -- out of the 12

ordinary. 13

As we can see now, looking backwards, 14

this sentence may have created a little bit more 15

optimism than was warranted, given the extent of the 16

damage along the side taps and individual services. 17

Rather than having a handful of individual services 18

that get picked up at the tail end of your storm 19

restoration effort, the experience in this case was 20

quite different, with extensive damage for 21

individual services and some of the side taps. 22

So it was an estimate of primary circuit 23

restoration and perhaps did not give as accurate a 24

111picture as would have been advisable at that point 1

for a total system restoration or when all customers 2

would be back. 3

So the confusion that you mentioned, do you 4 Q.think that customers may not have understood the 5

difference between restoration of primary circuits 6

and "your power will be back on"? 7

[GANTZ] We tried to explain that, both in 8 A.media calls, public calls, and I know the 9

customer-service people probably grappled with that, 10

for people that were reading this. But it's not the 11

kind of thing you can explain in the middle of a 12

crisis, when people want to get their power back. 13

[MEISSNER] I think the only thing that we 14 A.were trying to differentiate there -- and this is 15

something that the operations people probably say 16

more so than customer service -- is we could restore 17

the primary lines, but there would still be 18

customers who had individual service problems and so 19

forth. So there could be individual customers that 20

still did not have service even though the primary 21

lines had been restored. Those are always restored 22

last in a restoration event, because you're trying 23

to restore as many customers as possible. 24

112So it was simply, I think, an effort to 1

convey that not every single customer was going to 2

be restored and that it was going to take longer to 3

restore all the individual problems at the end of 4

the event. 5

And does this PSA translate to December 6 Q.18th for Fitchburg and December 19th for Townsend 7

and Lunenberg and December 21st for Ashby? That 8

would have been the next following days of the week 9

where restoration was estimated. 10

[GANTZ] Remind me again: The 16th was 11 A.Tuesday? 12

Tuesday, yes. 13 Q.[GANTZ] So this said Thursday in 14 A.

Fitchburg, which would have been the 18th, Friday, 15

Townsend and Lunenberg on the 19th, and Ashby over 16

the weekend, which would have been 20 and 21. 17

Can I refer you now, please, Mr. Gantz, to 18 Q.Exhibit AG-1-23, at Attachment 1. 19

[GANTZ] This has Mr. Meissner's name on 20 A.it. We have it. 21

Is it correct that customers weren't 22 Q.actually restored in the Fitchburg Gas and Electric 23

service territory until December 25th? 24

113[MEISSNER] The final customers were 1 A.

restored on December 25th; that's correct. 2

Mr. Lambert, I'm going to ask you another 3 Q.question about some of the IVR messages. Did IVR 4

messages provide customers any specific restoration 5

and condition assessment information based on 6

neighborhood? 7

[LAMBERT] No, it did not. The IVR 8 A.messages that customers heard were generally 9

designed around the PSA messages. 10

Could you define IVR for me? 11 Q.[LAMBERT] Interactive voice response. 12 A.Did the messages provide customers with any 13 Q.

specific information by town? 14

[LAMBERT] Yes, it did. 15 A.Can you tell me if call-center 16 Q.

representatives have access to real-time information 17

concerning restoration progress and the estimated 18

times for restoration? 19

[LAMBERT] No, they do not. The 20 A.information they're provided with concerning 21

restoration efforts and estimated times of 22

restoration are through our PSAs and through 23

operations staff. 24


114So they're limited to PSA information? 1 Q.[LAMBERT] For a storm like this, it was 2 A.

largely around the PSAs, yes. 3

Could I ask you to refer to Exhibit 4 Q.AG-1-62, at Attachment 2. Page 34 of 38. 5

[LAMBERT] Yes, I have it. 6 A.The top half of this page contains an email 7 Q.

about services scheduled for customers. 8

[LAMBERT] Correct. 9 A.Can you tell me what the term in the first 10 Q.

bullet "HTE ticket" means?11

HTE is the vendor information for our 12 A.customer information system, our billing system. 13

What does HTE stand for? 14 Q.[LAMBERT] That's a good question. They 15 A.

actually don't go by a name. They're now HTE. 16

They're now SunGuard HTE, through a recent merger. 17

I'm going to refer you to Exhibit AG-5-135, 18 Q.please. This response talks about conference calls 19

as a manner to inform CSRs of updated outage 20

information; is that correct? 21

[LAMBERT] Yes, that's correct. 22 A.Could you describe in your response to 23 Q.

Exhibit AG-5-135 how your answer up to the 24

115discussion of OMS differs, if any, from that which 1

exists today? 2

[FRANCAZIO] Since I -- 3 A.And I think Mr. Francazio also prepared 4 Q.

this response. 5

[FRANCAZIO] Part of this response really 6 A.talked about how are we going to provide information 7

in the future. The conference calls are not going 8

to be the only mechanism by which they're going to 9

get information. This gets back into the complete 10

revision of the communication protocol, how the 11

incident commander now is going to be the person who 12

is actually responsible for ensuring the messaging 13

that goes out is correct. 14

I think it would be beneficial to talk 15

about how the whole future process is going to work. 16

For that, I would like to sort of pull out what I 17

had provided for 127, which is a communication 18

protocol level. We will get to the OMS question, I 19

promise. 20

Okay. 21 Q.[FRANCAZIO] But we had put together, I had 22 A.

put together, a depiction of how those communication 23

channels have to be aligned going forward. Clearly, 24

116the incident commander is the person going forward 1

who has overall responsibility for providing the 2

information to the chief information officer. That 3

chief information officer will structure that 4

information to the appropriate communication 5

channels. The customer-service organization is one 6

of those channels going forward. 7

That is not the only mechanism by which 8

they will get information. They will also get from 9

the emergency response center itself, there will be 10

a hotline that they can call down into as well as 11

information that will be provided on a four-hour 12

basis as we provide that same update-type 13

information to others as well. 14

The key difference here is that all the 15

information, including the estimated restoration 16

times, will be approved by the incident commander. 17

So he is the single point of accountability going 18

forward. There are not going to be multiple 19

channels of information in our information process. 20

As far as OMS: OMS is not effective in 21

the early phases of a major event where everything 22

is flat. All it's going to tell you is that you're 23

out. It does not tell you your damage, the type of 24

117damage, and how much time and energy it's going to 1

take to repair those damages. That's what the 2

damage assessment has to do. 3

So it is a combination of damage 4

assessment and then later on, after you've picked up 5

the majority of the system, that OMS provides any 6

value in that process at all, especially after you 7

pick up a complete feeder and you do a call-out to 8

the customers and say, "Please, if you are still out 9

of power, please give us a call," something to that 10

effect. That then would initiate some information 11

back into the OMS system, and then we can redispatch 12

folks to those locations. 13

But it is a combination of -- it's a 14

combination of the damage assessment in the early 15

phases and then the outage management would provide 16

those values toward the end of a restoration effort. 17

MS. KOEPNICK: How many more questions 18

do you have along this line? I'm looking for a good 19

break. 20

MS. MERRICK: One. 21

Could I refer you again, Mr. Lambert, to 22 Q.AG-5-142. 23

[LAMBERT] I have it. 24 A.


118This question asks about whether Unitil 1 Q.

evaluated the potential for contracting with a 2

backup service to take calls when the current lines 3

and CSR capability has been reached in a large 4

outage. Is that correct? 5

[LAMBERT] Correct. 6 A.Unitil is not planning to have any backup 7 Q.

and/or overflow capability? Is that the gist of 8

this answer? 9

[LAMBERT] No. Essentially, the way I 10 A.viewed a backup call center would be with 11

representatives, additional representatives, who 12

would be trained to answer appropriately on behalf 13

of the customers. That's kind of the context of how 14

I answered this question. 15

The company has, as I stated earlier, 16

contracted with our IVR vendor for an overflow 17

capability. That would only occur if customers were 18

to call in in excess of the number of the lines that 19

we have into our call center, which in fact will be 20

doubled by July 1st, as I've stated in this. We had 21

68 working lines for the storm. The working-line 22

numbers are now 114. Like I said, by July 1st, 137 23

will be in. 24

119So as I stated in this response, with 1

the additional lines and with the overflow, we feel 2

that it would -- and with trained company personnel, 3

we feel that we'd be able to appropriately handle an 4

outage of this size in the future. 5

And when you say the overflow, you mean the 6 Q.overflow capability that you've contacted your IVR 7

vendor about? 8

[LAMBERT] Correct. 9 A.And have you priced that out or come up 10 Q.

with a timeline or a budget for that? 11

[LAMBERT] It's actually already in place. 12 A.The significant budget impacts would be, if it were 13

used, it would be on a per -- each time it's used or 14

hit, it would be a per-call charge back to the 15

company. The implementation has been completed. 16

[GANTZ] There is one other procedure that 17 A.is not referenced in this response, that I know is 18

elsewhere, and that is a procedure that allows the 19

call center in Concord, New Hampshire, to deploy 20

calls in the queue to any extension in the Unitil 21

system, so that we can create our own internal 22

overflow, if you want to call it that, to all 23

administrative personnel and others at other 24

120locations. So that could be referred to as an 1

overflow capability. And part of what I know in the 2

going-forward plans, we're going to want to make 3

sure that the people that are at the end of those 4

phones will be properly trained to address that as a 5

second job. If they too get brought into the CSR 6

process in a major event, they're going to need to 7

have training for that. 8

Thank you. 9 Q.MS. KOEPNICK: This is a good place to 10

take a lunch break. Let's take a one-hour break and 11

be prepared to proceed then. 12

(Lunch recess taken.) 13

MS. KOEPNICK: We are back on the record 14

after a one-hour recess for lunch. We're continuing 15

with the Attorney General's cross-examination of the 16

panel of witnesses. Is the Attorney General ready 17

to proceed? 18

MS. MERRICK: Yes, we are. Thank you. 19

Mr. Gantz, could I ask you to refer to 20 Q.Exhibit AG-3-67. 21

[GANTZ] Yes, I have it. 22 A.This information request concerns 23 Q.

compensation and bonuses for executives and managers 24

121of Fitchburg Gas and Electric. Is that correct? 1

[GANTZ] Yes. 2 A.Can you answer some questions about the 3 Q.

company's incentive payment for management? 4

[GANTZ] I will do my best. 5 A.Can you confirm the statement in a March 6 Q.

14th, 2009 Boston Globe article that the CEO of 7

Unitil was awarded nearly $300,000 for, quote, 8

"outperforming his 2008 job goals," end quote? 9

[GANTZ] What was that number, again? 10 A.300,000. 11 Q.[GANTZ] It was a little bit -- his 12 A.

incentive compensation for 2008 was a little bit 13

less than that. It was reported in the proxy. It's 14

public information. That information was also 15

provided in a data response. 16

And what is the number? You said it was a 17 Q.little below -- 18

$294,796 for incentive compensation. 19 A.Have other members of Unitil's senior 20 Q.

management received bonuses based on 2008 21

performance? 22

[GANTZ] Yes. And just to clarify: I 23 A.think, as I understand it, there's a technical 24


122difference between a bonus and incentive 1

compensation. These were incentive compensation. 2

The difference, as I understand it, is a bonus is 3

something that is evaluated and granted after the 4

end of the year on different criteria, whereas an 5

incentive compensation program is clearly defined in 6

advance of the year, with specific goals and metrics 7

as part of the compensation program. And then based 8

upon performance of those metrics, the award is 9

either granted or not at the end of the year. 10

So subject to that clarification, the 11

incentive compensation program did result in a 12

payout of incentive compensation to every 13

employee -- every nonunion employee of Unitil. 14

And what goals and metrics were used for 15 Q.that incentive compensation? 16

[GANTZ] There's a data response that goes 17 A.into that in some detail. If you could perhaps help 18

me locate that data response, it would assist. 19

MS. KOEPNICK: Is it possibly AG-3-67? 20

MS. MERRICK: We're looking at AG-3-67. 21

But there's another data request, 22 Q.Mr. Gantz, that gives the numbers. 23

MS. KOEPNICK: The DPU, the fourth set, 24

123one of the last questions? 1


really briefly as we identify this. 3



record. 6

Mr. Gantz, could you refer, please, to 7 Q.DPU-FGE-4-11. 8

[GANTZ] Yes, I have it. 9 A.And can you confirm the criteria used to 10 Q.

award incentive compensation to Unitil management? 11

[GANTZ] Yes. The criteria are listed in 12 A.that response. There are six measures that are 13

utilized in the incentive compensation program. The 14

first one is earnings per share. The second is a 15

three-year-average return on equity. The third is a 16

cost per customer that looks at O&M costs in a 17

three-year period against peer utility companies. 18

There's a measurement on reliability that's based on 19

achievement of reliability based on SAIDI. There's 20

a measurement based on customer satisfaction that 21

looks at results from a customer-satisfaction survey 22

we issue each year, and we benchmark that against 23

national data from the Edison Electric Institute. 24

124And then finally, the residential electric rates is 1

the level of achievement on residential rates 2

measured, again, against peer utility companies. 3

Those are the six components. There is 4

a weighting that applies to those components, and 5

then results in specific metrics in each of those 6

six areas that are measured at the end of the year. 7

Attachment 3 to that response actually provides you 8

with a table which shows the measure, the weighting, 9

the results achieved, and then the compilation of 10

results. 11

The results in each area are measured 12

against a range of values as a target, and then 13

there is a minimum and then there is a maximum. 14

Is it likely that emergency response might 15 Q.be a metric in future incentive compensation 16

measurements? 17

[GANTZ] I don't specifically recall any 18 A.conversations about that. That would be a matter 19

that the compensation committee of the board would 20

determine. I know we've -- I do recall we've looked 21

at the reliability factor and determined that we do 22

need to have a specific factor for performance in 23

the gas side of the business, since it hasn't been 24

125included in the metrics. But it's my understanding 1

that that's something that's being looked at to 2

include in the future. 3

And that's only for gas? That isn't for 4 Q.the electric side, that you might look at the weight 5

of reliability -- 6

[GANTZ] That's the one conversation that 7 A.I've had that talks about changes, potential changes 8

in these metrics going forward. I'm not familiar 9

with any other discussions. I don't have 10

responsibility in the human resources area of the 11

company. 12

I have a question for the panel: Referring 13 Q.to AG-3-70. This concerns estimated bills. 14

[LAMBERT] Yes, I have it. 15 A.In this data request, we asked how the 16 Q.

company estimated bills for customers in December of 17

2008 and January of 2009; is that correct? 18

[LAMBERT] Correct. 19 A.And there's a certain number of bills that 20 Q.

were estimated. Why weren't more estimated bills 21

checked? 22

[LAMBERT] To clarify your question: Why 23 A.weren't they checked prior to being sent out? 24


126Yes. 1 Q.[LAMBERT] Well, with the system that we 2 A.

have in place, that is preprogrammed to estimate, to 3

provide estimates for these customers, that's an 4

approved system procedure. It is in correspondence 5

with our estimating procedure that's been filed with 6

the Department. Without a reading or specific 7

information on restoration times by customer, we 8

felt that this was a reasonable method for getting 9

bills out the door. 10

Could I refer you, Mr. Lambert, to Exhibit 11 Q.AG-5-143. 12

[LAMBERT] Yes, I have it. 13 A.Thank you. This data request concerns 14 Q.

Recommendation 16 and, again, the issue of estimated 15

bills. Can you tell me, what has the company done 16

to revise the bill estimation model that was used 17

during or immediately following the winter storm 18

event? 19

[LAMBERT] The company has not currently 20 A.revised the estimating model that the system uses. 21

This is again a model that works effectively 22

throughout normal times of the year, when the 23

company does have to estimate customers. 24

127However, going forward, the company will 1

be evaluating any other integrations with systems 2

that would allow for -- that would allow us to take 3

into consideration restoration times during a large 4

event like we saw, such as this. 5

But since the company has not seen a 6

multiday event such as the one that we saw, the 7

estimating model that we have in place has proven to 8

be very effective. Along with our AMI system, it's 9

actually minimized the amount of times a customer 10

has to be estimated, which I've provided numbers 11

for. 12

Could I refer you to AG-5-144, please. In 13 Q.this response you discuss the reasoning and the 14

methodology used in estimated billing; is that 15

correct? 16

[LAMBERT] Right. 17 A.And you stated that due to a large number 18 Q.

of bills, it was decided to use the automatic 19

algorithms for estimated bills rather than to go 20

through a manual billing process; is that correct? 21

[LAMBERT] That's correct. 22 A.Does the algorithm that's built into your 23 Q.

billing system work by counting the number of days 24

128since the last valid meter reading and the average 1

historical daily customer use? 2

[LAMBERT] Could you restate that for me? 3 A.I'm sorry. 4

Yes. Does the algorithm that's built into 5 Q.your billing system, does it work by counting the 6

number of days since the last valid meter reading, 7

and does it average the historical daily customer 8

use? 9

[LAMBERT] What our estimation model does 10 A.do is to look at historical information, historical 11

billed information. Then from there, it will take 12

that historical billed information, based on the 13

criteria that I stated, and it will apply that -- it 14

will get an average usage per day and then take that 15

usage per day and calculate it by the number of days 16

in the cycle that we're about to bill. 17

In cases -- during the storm we had one 18

billing reading cycle that was performed on the 12th 19

during the storm, during the first day of the storm, 20

that we looked with our AMI system -- it has the 21

ability, if you don't have an actual reading on that 22

day, which we in most cases did not on the 12th, it 23

will actually go back and look at three prior -- 24

129will look at prior readings. So it will 1

automatically take a look at any actual reading that 2

the AMI system produced, and then it would calculate 3

that for the numbers of days that that represented. 4

So, for instance, if it didn't have a 5

reading on the 30th day, it would look at the last 6

reading that it had -- for instance, on the 29th 7

day -- and then bill the customer on an actual read 8

for 29 days. 9

So the algorithm doesn't take into account 10 Q.the number of days without power that a customer may 11

have experienced. 12

[LAMBERT] It does not. 13 A.It just goes back, as you've explained. 14 Q.[LAMBERT] Correct. 15 A.In the response to AG-5-144, you state that 16 Q.

any overestimatation due to the outage would be 17

reconciled in the next bill upon actual meter reads; 18

is that correct? 19

[LAMBERT] That's correct. 20 A.And do you believe customers receiving a 21 Q.

bill for a full month's usage when they were out of 22

power for half a month will be understanding of that 23

logic? 24


130[LAMBERT] Do I know if they would be 1 A.

understanding? 2

What's your opinion about whether they will 3 Q.be understanding about it? 4

[LAMBERT] The complaints that we heard -- 5 A.I could speak to the complaints that we heard from 6

customers was that "I was out of power for eight 7

days, and you estimated my bill for 30 days." And 8

our response for those customers was that they could 9

pay either a portion of that bill that would be 10

representative of those eight days, as an example, 11

and then a reconciliation would occur in the January 12

reading, of an actual bill. They had that option, 13

or they could choose that they don't have to pay an 14

estimated bill and they could wait to pay both 15

bills, in essence, upon the January reading. That 16

was our feeling going forward, that customers didn't 17

have to pay this estimated bill. 18

And how was that communicated to customers? 19 Q.[LAMBERT] We communicated that when 20 A.

customers called in. We gave a very specific set of 21

instructions for the customer-service 22

representatives. This was their response to 23

customers. We had also put out a bill message in 24

131January that fully informed customers that their 1

bill may have been estimated last month and that 2

they should contact with questions, for which they 3

had done. 4

In retrospect, if Unitil had an algorithm 5 Q.which took into account interruptions of service, 6

would it be more acceptable to customers, do you 7

think? 8

[LAMBERT] Well, it's hard for me to speak 9 A.to if it would be acceptable to customers. There's 10

certainly a lot that would have to go into such an 11

algorithm -- not only calculating the numbers of 12

days, but also temperature things. If it got warmer 13

in a period than in others, then I think we would 14

look perhaps some additional rationale that may or 15

may not have been accurate as well, when in fact it 16

was on an estimated bill. We chose to look forward, 17

if they were going to pay on an actual bill, that it 18

would truly reflect all the usage that they had 19

used. 20

Is a revised billing algorithm which could 21 Q.take into account interruptions in service something 22

that Unitil is considering for future 23

implementation? 24

132[LAMBERT] Yes, we are considering. We are 1 A.

considering that. 2

[GANTZ] Just to add: You know, it has its 3 A.difficulties, and particularly developing accurate 4

data for how long a specific customer is out for an 5

event. That's not something we could construct for 6

this event, for example. So you'd want to make sure 7

that you had a system, through OMS or AMI or other 8

data sources, an ability to quickly, accurately, and 9

automatically calculate the number of days that a 10

customer was out, factor that into the billing 11

formula for the estimated bills. It's not a trivial 12

process to do that, and it's something that we'll 13

have to get looked at. 14

Is it something that could be done under 15 Q.the recommendations that are being implemented with 16

respect to OMS and AMI? 17

[GANTZ] I guess I would say -- others on 18 A.the panel can hop in here. But we don't know 19

whether it could accurately be done yet or not. 20

It's one of the details of implementation of OMS to 21

determine whether that's something that actually 22

could be done and could be done accurately, 23

reliably, and consistently. 24

133Mr. Lambert, could I refer you to Exhibit 1 Q.

AG-1-56. 2

[LAMBERT] Yes, I have it. 3 A.And this data response asks you to describe 4 Q.

Unitil's customer call center locations, normal 5

staffing, and outage staffing; is that correct? 6

[LAMBERT] That's correct. 7 A.And in your response you state that you 8 Q.

handle an average of 800 to 1,000 calls per day; is 9

that correct? 10

[LAMBERT] That's correct. 11 A.So for the period from December 11th, 2008, 12 Q.

through December 25th, 2008, at 1,000 calls per day, 13

one would expect roughly 14,000 calls; is that 14

correct? 15

[LAMBERT] Right. 16 A.But here, in this response, you received 17 Q.

165,000 calls; is that right? 18

[LAMBERT] Yes. 19 A.Can I next refer you to AG-1-7. 20 Q.[LAMBERT] Yes, I have it. 21 A.And in your response here about the maximum 22 Q.

number of calls that the call center can take at a 23

single time prior to the 2008 ice storm, the maximum 24


134number of simultaneous calls were 68. 1

[LAMBERT] That's correct. 2 A.Is this due to the number of trunk lines? 3 Q.[LAMBERT] That's right. That's correct. 4 A.I'd ask you to look now to the next page, 5 Q.

to AG-1-8. 6

[LAMBERT] Yes. 7 A.This asks what the maximum number of calls 8 Q.

Unitil's call center can intake at a single time 9

after the 2008 storm; is that right? 10

[LAMBERT] That's right. 11 A.Referring to AG-1-8, the maximum will be 12 Q.

increased to 114 calls; is that right? 13

[LAMBERT] That's correct. 14 A.You state that you received 165,000 calls 15 Q.

from December 11 to December 25; correct? 16

[LAMBERT] Yes. 17 A.And that's from the prior -- 18 Q.[LAMBERT] Right. 19 A.If received at a steady, even pace, how 20 Q.

many calls per day is this? And subject to check, 21

would you accept that 165,000 calls divided by 14 22

days would be 11,786 calls a day? 23

[LAMBERT] Without checking the math, sure. 24 A.135

And if these calls, the 11,786, were 1 Q.received evenly over 24 hours during the day, would 2

you accept subject to check that this is 491 calls 3

per hour? 4

[LAMBERT] Sure. Subject to check, sure. 5 A.And all calls aren't received evenly. 6 Q.[LAMBERT] Correct. 7 A.So one could expect a few thousand calls 8 Q.

during some hours. 9

[LAMBERT] Correct, sure. 10 A.Are you aware of the mathematics used for 11 Q.

queuing, such as for waiting lines and for phone 12

services? 13

[LAMBERT] I'm aware of call trunking 14 A.analysis services that would take into account 15

arrival rates for the day -- like we were referring 16

to here, when you're expecting calls to come in -- 17

and then how long each line was to be taken up. 18

Talk times or handle times, average handle times, 19

would be also included in that factor. And using 20

that, you'd be able to determine how many 21

representatives or how many trunk lines you would 22

need for a call center. 23

Have you heard of a Poisson, P-o-i-s-s-o-n, 24 Q.

136distribution? 1

[LAMBERT] I have not. 2 A.Did Unitil use any such technique to 3 Q.

determine the adequacy or inadequacy of 114 trunk 4

lines? 5

[LAMBERT] Yes, the analysis we went 6 A.through was, in addition to the acquisition with our 7

Northern Utilities company, we wanted to look at how 8

many trunk lines on a peak day, in a peak period of 9

time, which we looked at during the peak hour during 10

the peak day of the week for Northern Utilities on 11

all three of the companies in the electric and gas 12

service territories, and it's 24 lines that are 13

required over that time period. And that was based 14

on an analysis specific to a call center, a call- 15

center analysis that would take into consideration 16

the factors that I told you, how you would be able 17

to determine that: average handle times, arrival 18

rates. That's how I was able to determine that 24 19

on average would be required. 20

We made the decision to increase the 21

lines to 114, to certainly overtrunk the call 22

center. And then, in addition to that, we're going 23

to be adding an additional 23 by July 1st. That 24

137would essentially double the size of the call center 1

from prior to and during the storm. 2

My analysis took me to, in an extreme 3

event, that that would be sufficient during regular 4

average handle times, but as average handle times 5

change, as they do during the storm, to longer hold 6

times, longer talk times from customers. There were 7

different variations to that. 8

The final piece of the puzzle was, if 9

all the lines -- even if we had an event such as 10

this that would overwhelm our lines again to even 11

double the capacity, 137, we would have the system 12

overflow that would go down to our IVR vendor, that 13

would handle some of those peak peaks. 14

And what basis do you have to state that 15 Q.the 114 lines will be adequate? 16

[LAMBERT] Based on the analysis that we 17 A.had put forward in the -- like I said, the call 18

center, the calculations that we'd use. 19

But it's hard to, you know, determine if 20

we should increase the lines further. We feel that, 21

with 137 lines, it would have been sufficient to 22

handle even this storm, the peak areas; and then, of 23

course, the overflow takes on the peaks from there. 24


138Could I ask you to refer to AG-2-66. This 1 Q.

was a response that was prepared by Mr. Meissner. 2

[MEISSNER] Yes. 3 A.In this data request, we're asking about 4 Q.

the company's reimbursements to customers, any 5

refunds or other compensation made to customers for 6

their losses during the storm. 7

[MEISSNER] Yes. 8 A.Could you please describe the outcome of 9 Q.

the 59 pending claims by customers alleging property 10

damage? 11

[MEISSNER] What is the outcome since this 12 A.data request was prepared? Is that the question? 13

Correct. In the second full paragraph of 14 Q.the response you state that, of the total number of 15

claims, 59 are pending. 16

[MEISSNER] I would have to take that as a 17 A.record request, because it's really handled by our 18

risk manager. 19

Could I make a record request, please. 20 Q.MS. KOEPNICK: That's Record Request 21

Attorney General 2. Would you state that one more 22

time for the record. 23

Referring to Exhibit AG-2-66: Please 24 Q.139

describe the outcome of the 59 pending claims by 1

customers alleging property damage. 2

MS. KOEPNICK: And the witness 3

understands the record request? 4

WITNESS MEISSNER: I do, yes. 5

Could I add to that, request, please: 6 Q.and/or the current status of those claims. 7

MS. KOEPNICK: Thank you. 8


Mr. Letourneau, could I ask you, please, to 10 Q.refer to Exhibit AG-4-103. 11

[LETOURNEAU] I have it. 12 A.This question asks about FG&E's criteria 13 Q.

for determining the number of crews to request for a 14

storm response; is that correct? 15

[LETOURNEAU] That's correct. 16 A.Could you tell me, what are the charges 17 Q.

related to the storm for both small outages and 18

large outages? 19

[LETOURNEAU] I'm afraid I don't understand 20 A.the question. 21

In your response you describe the economic 22 Q.and financial factors regarding the determination of 23

crews requested. Are there charges for what would 24

140be considered small outages versus what would be 1

considered large outages? 2

[LETOURNEAU] If I may: The example that I 3 A.gave wasn't referencing an event being small or 4

being large. The response was trying to clarify the 5

question regarding is FG&E's criteria based on the 6

fastest possible restoration. So the example I gave 7

was a storm which involved 500 crew days to repair 8

the work. 500 crew days is 500 crew days, and you 9

can restore that with 100 crews in five days, or you 10

can restore that with 50 crews in ten days. The end 11

result is, you do 50 crew days of work. And in 12

either scenario, again, essentially the cost would 13

be quite similar. You use the same amount of 14

material. You have the same amount of labor 15

involved. You need the same amount of food, same 16

amount of lodging, et cetera, et cetera. It's just 17

that one would take five days and one would take ten 18

days. 19

Can I ask you to refer to Exhibit AG-5-125, 20 Q.please. 21

[LETOURNEAU] Yes. 22 A.In this response you indicate that Unitil 23 Q.

is a member of New England Mutual Aid Group only. 24

141Can you tell me why Unitil isn't a part of any other 1

mutual aid group? 2

[LETOURNEAU] This response was regarding 3 A.-- the reference to the New England Mutual Aid 4

Group -- 5

Mutual aid groups are by their -- they 6

are geographically based. So Unitil would belong to 7

the mutual aid group that is in this area, which is 8

the New England area. These other mutual aid groups 9

that are listed in the response, which are from some 10

of the responses that we provided elsewhere, are 11

outside of our geographic area, and there's no need 12

for us to be a member of those mutual aid groups, in 13

terms of emergency response. 14

Does that include Edison Electric 15 Q.Institute? 16

[LETOURNEAU] No, Edison Electric is 17 A.different. That is a different -- that -- we had 18

another data request with respect to EEI, 5-126. 19

Unitil was a member of the Edison Electric Institute 20

for a period of time in the early 1990s. For the 21

reasons listed in 5-126, we allowed our membership 22

to expire. We recently have -- according to the 23

recommendations in our self-assessment report, there 24


142is a section of EEI that you can join without 1

becoming a member, which is EEI Restore Power, which 2

is essentially a Web-based tool where any company, 3

any vendor, contractors, can become a member for a 4

fee. That would give access to additional 5

resources. Vendors could get your name and they 6

could contact you or we could contact them, and 7

Unitil has joined EEI Restore Power. 8

Referring to Exhibit AG-5-126, the annual 9 Q.cost to Unitil of belonging to the Edison Electric 10

Institute, EEI, is $45,000; is that right? 11

[LETOURNEAU] Annually, $45,000 annually, 12 A.yes.13

What are the benefits of EEI membership? 14 Q.[LETOURNEAU] The EEI membership -- No. 4 15 A.

in the response describes the activities of EEI. 16

EEI is a lobbying effort. A large percentage of 17

their time is spent lobbying. Their main offices 18

are located in Washington, D.C. 19

They have many different issues that are 20

facing the utility industry, and two of the large 21

ones right now are transmission assets and 22

generation facilities. I found this out through 23

conversations with EEI. 24

143Unitil doesn't own transmission assets, 1

nor do we have generation facilities. So when we 2

allowed our membership to expire, the benefits to 3

our company or our customers -- there was no 4

corresponding -- for the $45,000, we didn't feel it 5

was in our interest or our customers' best interest 6

to be members. 7

Is one of the benefits the ability to 8 Q.access mutual aid? 9

[LETOURNEAU] No, you can join EEI Restore 10 A.Power without becoming a member, which as I 11

mentioned a couple of minutes ago, we did join EEI 12

Restore Power. 13

Have you already joined the Restore Power 14 Q.program? 15

[LETOURNEAU] Yes, we have. 16 A.How much does it cost? 17 Q.[LETOURNEAU] $2,000 annually.18 A.When did you join? 19 Q.[FRANCAZIO] Approximately two weeks ago. 20 A.

MS. MERRICK: Madam Hearing Officer, 21

could we take a brief break? 22

MS. KOEPNICK: Sure. Let's go off the 23

record. 24

144(Recess taken.) 1

MS. KOEPNICK: We're back on the record 2

after a brief recess. Mr. Chan, will you be 3

continuing the cross-examination for the Attorney 4

General? 5

MR. CHAN: That is correct. I will be 6

continuing this portion of cross-examination. 7

MS. KOEPNICK: Are you ready to proceed? 8

MR. CHAN: Yes, I am, Madam Hearing 9

Officer. 10

MS. KOEPNICK: Please go ahead. 11

MR. CHAN: Thank you. 12

CROSS-EXAMINATION 13

BY MR. CHAN:14

Mr. Letourneau, staying with the EEI 15 Q.component for a bit: Could you please describe to 16

us what the restoration membership entails? The 17

Restore membership entails. 18

[FRANCAZIO] It's a fee that you pay. At 19 A.that point they give you access to a database. That 20

database contains all the other utilities that are 21

members, and it provides you contact information for 22

those. 23

How expansive is this list? 24 Q.145

[FRANCAZIO] It's significant. It's 1 A.probably over 100 companies on the list. 2

And that would represent companies in the 3 Q.United States and Canada? 4

[FRANCAZIO] It does, as well as 5 A.contractors. 6

And let's say you need to access that list 7 Q.immediately because hypothetically a storm hits 8

tomorrow morning. How quickly could you get a 9

response in? 10

[FRANCAZIO] Typically you get a response 11 A.within a couple of hours from that utility. You 12

will contact that individual. They'll have to go 13

back into their organization and see how many crews 14

they can put together. They'll come back with some 15

sort of estimate of how many resources are 16

available. 17

How long has this particular type of 18 Q.membership been available to utility companies from 19

EEI? 20

[FRANCAZIO] It's probably been around 30, 21 A.40 years, I guess. I really don't know. I'm 22

guessing. 23

Well, guessing -- more than 20 years, 24 Q.


146perhaps? 1

[FRANCAZIO] It's been as long as I've been 2 A.in the business, it's been there; let me put it that 3

way. 4

Mr. Letourneau, could I refer to the 5 Q.response in AG-1-35. 6

[LETOURNEAU] Yes. 7 A.In this data response, you state that 8 Q.

Unitil does not perform detailed prestorm planning 9

activities based on set 120-, 96-, 72-, or 48-hour 10

intervals; is that correct? 11

[LETOURNEAU] That is correct. 12 A.Have you reviewed any other companies' 13 Q.

emergency response plan, ERP, to see if this type of 14

checklist exists in your planning? 15

[LETOURNEAU] No, I have not. 16 A.Does Unitil engage in any type of weather 17 Q.

tracking? 18

[LETOURNEAU] Yes, we do. 19 A.As storms come to the region, how many 20 Q.

hours in advance are you monitoring the storm? 21

[LETOURNEAU] We are monitoring our weather 22 A.forecast on a continuous basis. We have a 24-hour, 23

seven-day-a-week dispatcher that is a subscriber to 24

147a weather service, and they provide alerts when 1

weather is anticipated to hit either our 2

Massachusetts or New Hampshire service center. 3

What is the name of the provider? 4 Q.[LETOURNEAU] DTN/Meteorlogix. 5 A.How many years have you been using this 6 Q.

provider? 7

[LETOURNEAU] I am not certain. 8 A.You get your weather updates how many times 9 Q.

per day? 10

[LETOURNEAU] I'm not certain of the 11 A.process that the weather updates occur. I'm aware 12

that the dispatchers have continuous monitoring, so 13

I'm not sure that there is a process where somebody 14

goes and gets an update. It's continually updated, 15

so it's constant weather. 16

In your opinion, what is the ideal notice 17 Q.period Unitil should have in anticipation of a storm 18

event? 19

[LETOURNEAU] Depending on the event -- it 20 A.depends on the event. In order to respond to that 21

question, I would have to know the specific details 22

of the event. 23

[MEISSNER] Just to clarify: I think it 24 A.

148varies. You know, if you think about thunderstorms, 1

you may only have a few hours' notice or may have, 2

at most, that day's notice. A hurricane, you may 3

have five days' notice. For an ice storm, there was 4

perhaps two days' notice. So I think the answer 5

really depends on the nature of the event. 6

Mr. Gantz, what is the cost-to-date 7 Q.estimate for Unitil's -- let me rephrase that. What 8

has been the cost to date to Unitil of the storm 9

response in December? 10

[GANTZ] I think that would be good to put 11 A.in a record request. 12

[MEISSNER] We answered that in a data 13 A.request already, but I don't have an updated number 14

since we answered that data response. 15

Let's get an updated number. 16 Q.MS. KOEPNICK: That's Record Request 17

Attorney General 3. Can you restate that for the 18

record, please. 19

MR. CHAN: We would like to know what 20

the cost is to date for Unitil from the December 21

storm. 22

[GANTZ] I assume you're interested in 23 A.Fitchburg Gas and Electric? 24

149All three territories, please. 1 Q.

MS. KOEPNICK: Do you want that estimate 2

broken down by service territory? 3

MR. CHAN: Yes, please. 4

MS. KOEPNICK: Does the witness 5

understand the record request? 6

WITNESS MEISSNER: Yes. 7


Mr. Letourneau, if you know a storm is 9 Q.coming to your service territory, any of the three 10

service territories, when do you decide to conduct 11

prestorm activities? 12

[LETOURNEAU] Immediately. I begin an 13 A.assessment of the event, looking at the track of the 14

event, and, using my experience with storms of 15

similar criteria, determine if I think that storm 16

will have an impact on the electric system. 17

Mr. Letourneau, can I refer you to AG-1-1, 18 Q.please. 19

[LETOURNEAU] Yes. 20 A.I'd like to refer you to the response in 21 Q.

AG-1-1 C. 22

[LETOURNEAU] Yes. 23 A.There's a table here that shows both the 24 Q.


150distribution and transmission line tree-trimming 1

costs from 1999 to 2008. Is that correct? 2

[LETOURNEAU] That is correct. 3 A.Looking strictly at the distribution part 4 Q.

of this chart -- 5

[LETOURNEAU] Yes. 6 A.-- in the year 2006 the tree-trimming cost 7 Q.

was $327,510; is that correct? 8

[LETOURNEAU] That is correct. 9 A.Looking at the year 2007, the tree-trimming 10 Q.

cost was $314,557; is that correct? 11

[LETOURNEAU] That is correct. 12 A.Looking at the year 2008, the tree-trimming 13 Q.

cost was $288,798; is that correct? 14

[LETOURNEAU] That is correct. 15 A.What prompted the cutback in distribution 16 Q.

tree-trimming expense from 2006 to 2008? 17

[LETOURNEAU] Although it would appear that 18 A.the numbers are declining, it was a cutback, but the 19

way the company performs its vegetation-management 20

program is that we identify the circuits that we are 21

going to trim, and there's a lot of factors that go 22

into developing a budget for our tree-trimming and 23

vegetation-management program. 24

151The local manager will review the 1

circuits that are being completed. They will know 2

the outage history of those circuits; the type of 3

vegetation, whether it's light trimming, heavy 4

trimming, et cetera; as well as other factors that 5

may influence that number -- most notably, traffic 6

control, whether the Town is requiring traffic 7

control, not requiring traffic control, et cetera. 8

All of that factors into the vegetation-management 9

budget amount. 10

So there isn't a conscious effort to 11

either lower the number or increase the number. 12

It's based upon a review of what is required to be 13

done in the following year. 14

Staying with AG-1-1; can you please turn 15 Q.your attention to Attachment 1. 16

[LETOURNEAU] Yes. 17 A.On Page 1 of 2, under the section Analysis, 18 Q.

the second paragraph, it states that "Since 2002 19

none of the operating companies have been able to 20

trim the required number of sections with the 21

current funding level. At the end of 2006 the DOCs 22

are a combined 612 miles or 2.2 years behind 23

schedule. It is predicted that the DOCs will be 24

152three years behind schedule at the end of the 1

existing eight-year schedule." Is that correct? 2

[LETOURNEAU] That is correct. 3 A.Therefore, is it correct that there's a 4 Q.

tree-trimming shortfall of 3.5 years? 5

[LETOURNEAU] That's what this report says, 6 A.yes. 7

Can you please tell us what the acronym 8 Q.DOCs stands for? 9

[LETOURNEAU] Distribution operating 10 A.center. 11

Referring to AG-1, Attachment 1, Page 1 12 Q.again: One of the solutions to address the tree- 13

trimming shortfall was to redefine the guidelines; 14

is that correct? 15

[LETOURNEAU] That's correct. 16 A.On the same page you show what the existing 17 Q.

guidelines are; is that correct? 18

[LETOURNEAU] That is correct. 19 A.Also on the same page you show the proposed 20 Q.

or the revised guidelines; is that correct? 21

[LETOURNEAU] That is correct. 22 A.This schedule shows a change in clearance 23 Q.

above standard from 15 feet to 6 feet plus deadwood 24

153for a single-phase; is that correct? 1

[LETOURNEAU] That's correct. Not a 2 A.change. That's actually a new guideline. There was 3

no existing guideline for single phase prior to 4

adoption of this tree-trimming policy. 5

Mr. Letourneau, could you please walk me 6 Q.through the fact that there's a column that states 7

Existing Guideline. 8

[LETOURNEAU] Yes. Existing Guideline 9 A.lists clearance above, clearance adjacent, clearance 10

below, et cetera. That is prior to this policy 11

going into effect. That is for all conductors, 12

whether or not the circuit was single-phase or 13

multiphase, three-phase. The new proposed guideline 14

delineates between multiphase and single-phase. 15

Under the Clearance Above row on this 16 Q.chart, how is the 6-feet-plus-deadwood standard 17

derived? 18

[LETOURNEAU] This was based on our 19 A.experience. The new guidelines were developed to 20

address the reliability of the company, particularly 21

the SAIDI minutes, as described in this report. The 22

thought was that trimming 15 feet for single-phase, 23

that those dollars and that time spent on single- 24


154phase would be better spent on trimming three- 1

phase. So the 15 feet and 6 feet was an attempt to 2

perform more three-phase trimming on an annual basis 3

than single-phase. 4

Why would a 1-foot standard not be used? 5 Q.[LETOURNEAU] A one-foot clearance on a 6 A.

limb, a branch, a tree from a primary conductor 7

would not be something that I think would be an 8

effective means of clearing, vegetation control 9

around the conductor. We need to provide more 10

clearance for leaves that blow, branches that get 11

snow on them. A 1-foot standard would not be a very 12

good standard. 13

The standard cut clearing below went from 14 Q.10 feet to 2 feet minimum below the lowest 15

attachment; is that correct? 16

[LETOURNEAU] Yes. 17 A.How is the 2-foot revised standard derived? 18 Q.[LETOURNEAU] The original standard, 19 A.

clearance below, that's 10 feet below the primary 20

conductor. The new standard is 2 feet below the 21

lowest attachment. The lowest attachment on the 22

pole in most cases is a telephone line, which is 23

anywhere from, depending on the height of the pole, 24

155could be 6 feet or 8 feet below the primary. 1

And the clearance adjacent has been revised 2 Q.to cut from 8 feet to 6 feet; is that correct? 3

[LETOURNEAU] For single-phase. 4 A.For single-phase. How was the 6-foot 5 Q.

adjustment standard derived? 6

[LETOURNEAU] Again, the same logic as the 7 A.previous response from the 6 feet to the 15 feet. 8

Focusing on the single-phase tree-trimming 9 Q.schedule on this chart: For the 4-kV cycle, Unitil 10

increased the tree-trimming cycle from eight years 11

to ten years; is that correct? 12

[LETOURNEAU] No, it was eight years for 13 A.all 4-kV prior to this policy. After the policy was 14

put into effect, three-phase 4 kV was still eight 15

years, single-phase was pushed out to ten years. 16

So the 4-kV cycle is now ten years for 17 Q.single-phase. 18

[LETOURNEAU] Correct. 19 A.For the 13.8-kV cycle, single phase, Unitil 20 Q.

has a tree-trimming cycle from five years to seven 21

years; is that correct? 22

[LETOURNEAU] That's correct. 23 A.For the tree-trimming cycle for the 34.5-kV 24 Q.

156cycle, single-phase, it went from four years to five 1

years; is that correct? 2

[LETOURNEAU] That is correct. 3 A.Are you familiar with the tree-trimming 4 Q.

strategy referred to as ground to sky? 5

[LETOURNEAU] Yes, I am. 6 A.Could you please provide a brief 7 Q.

description of what ground to sky is. 8

[LETOURNEAU] Ground-to-sky trimming is a 9 A.method of trimming that would take any vegetation 10

around the primary conductor and completely remove 11

it. In this case, comparing to the standard that we 12

have -- we use a 15-foot window above a three-phase 13

conductor, and a ground-to-sky trimming would have 14

no window. It would be complete cut up to the sky, 15

any vegetation above the conductor. The same 16

applies to the side of the conductor for the 17

clearance adjacent and same for the clearance below. 18

So there really is no trimming window. 19

It's determining a distance away from the primary 20

conductor and removing all the vegetation, including 21

large trees and any other -- branches and any other 22

vegetation. 23

Does the company practice ground-to-sky 24 Q.157

currently? 1

[LETOURNEAU] We do not except for very 2 A.limited applications. If we had a substation that 3

had several sections of line that came out to a main 4

circuit, we may perform ground-to-sky trimming in 5

that particular location. But for our distribution 6

trimming, we do not practice ground-to-sky trimming. 7

Has the company moved away from a ground- 8 Q.to-sky method of tree-trimming, or it's never been 9

adopted by the company to begin with? 10

[LETOURNEAU] It's never been adopted. We 11 A.have not practiced -- again, except for limited 12

applications, we have not adopted a ground-to-sky 13

trimming practice. 14

[MEISSNER] Just for clarification: I 15 A.believe a few years ago, when the company looked at 16

its cycle trimming and its standards, ground-to-sky 17

trimming I think was an area of interest among some 18

of the folks, including engineering, and they did 19

look at ground-to-sky trimming then. And there was 20

some thought about trying to reorganize our cycles 21

to do more ground-to-sky trimming on three-phase 22

lines. In the final analysis, it was deemed to be 23

too expensive. 24


158I believe we've talked to our vendor, 1

who is a national vendor. At the time, I think 2

there were assumptions that it could be as much as 3

three to four times more expensive. But in talking 4

to our vendor, I think we've also heard that 5

experience with other utilities has been that it can 6

cost as much as $40,000 to $50,000 a mile, which 7

could be as much as ten times more expensive. 8

So we have considered it. It's been an 9

area of interest. But it was really precluded on 10

the basis of cost. 11

Mr. Letourneau, the tree-trimming policy in 12 Q.AG-1-1, attachment, went into effect February 2007; 13

is that correct? 14

[LETOURNEAU] It went into effect in 15 A.January of 2001 and then revised in February of 16

2007. 17

Can I please refer you to the surrebuttal 18 Q.testimony dated May 1, 2009, which is Exhibit FGE-4. 19

[LETOURNEAU] The cite? 20 A.Page 7 in the surrebuttal testimony. Can I 21 Q.

refer you to Lines 17 and 18, please. 22

[LETOURNEAU] Yes. 23 A.It states that Unitil met service-quality 24 Q.

159standards in 53 out of 56 incidents from 2001 to 1

2007; is that correct? 2

[LETOURNEAU] Yes. 3 A.Is it reasonable to assume that any 4 Q.

vegetation-management policy change implemented by 5

the company would not have any significant impact on 6

service-quality metrics within 2007? That changed 7

and went into effect in February 2007. 8

[LETOURNEAU] I'm sorry, could you please 9 A.restate that. 10

Is it reasonable to assume that any 11 Q.vegetation-management policy change implemented in 12

February of 2007 would have not had any significant 13

impact on service-quality metrics by the end of 14

2007? 15

[LETOURNEAU] Yes, that is correct. 16 A.In your opinion, how many years might it be 17 Q.

before inadequate tree-trimming impacts service 18

quality? 19

[LETOURNEAU] I think you'd have to define 20 A.inadequate tree-trimming in order to determine that. 21

It's very difficult, when you say "inadequate." 22

Could you define "inadequate"? There's many aspects 23

of a vegetation-control program. There's the cycle 24

160trimming, is one aspect of your vegetation control. 1

There's transmission trimming, which is very 2

different. There is dead-tree removal, managing 3

dead-tree removal. There's other aspects of 4

vegetation control. So if you wanted me to address 5

a specific inadequacy.... 6

Can I refer you to the same surrebuttal 7 Q.testimony on Page 7, Lines 20 to 22. 8

[LETOURNEAU] Yes, I have it. 9 A.It states that the company acknowledged it 10 Q.

failed its 2008 benchmark as a result of an 11

extraordinary number of thunderstorms experienced 12

that summer; is that correct? 13

[LETOURNEAU] That's correct. 14 A.What benchmark did you fail in 2008? 15 Q.[MEISSNER] We failed both SAIDI and SAIFI. 16 A.And for the record, what does SAIDI stand 17 Q.

for and what does SAIDI stand for? 18

System average interruption duration index 19 A.and system average interruption frequency index. 20

Thank you. Is it possible that there were 21 Q.other reasons other than thunderstorms for failure 22

of benchmarks in 2008? 23

[LETOURNEAU] We cited those particular 24 A.161

thunderstorms because if you review the data 1

provided to the DTE -- the SAIDI information and 2

SAIFI information, those particular storms that we 3

had contributed significant SAIDI amounts to the 4

overall SAIDI target, which is why we cited them. 5

MS. KOEPNICK: Let's go off the record. 6



record after a brief delay for a technical 9

difficulty. 10

Did the changed tree-trimming guidelines 11 Q.contribute to the failed 2008 benchmark? 12

[LETOURNEAU] I have not personally done 13 A.that analysis. 14

Did any branches or tree limbs come down 15 Q.during the thunderstorm in 2008? 16

[LETOURNEAU] I haven't reviewed the 17 A.specific record in terms of the types of troubles 18

that we experienced during those weather events. 19

However, generally speaking, thunder and lightning 20

storms do bring wind, and wind, especially in 21

summertime, with the leaves on the trees, does 22

result in down trees and down limbs. 23

Is the purpose of adequate tree-trimming to 24 Q.


162reduce the amount of damage associated with 1

thunderstorms? 2

[LETOURNEAU] It's designed to minimize 3 A.those types of events, minimize the impact on the 4

system. It's virtually impossible to eliminate, but 5

you are trimming to try to minimize tree contact and 6

other limb contact. 7

Can I refer to AG-4-101, please. 8 Q.[LETOURNEAU] I have it. 9 A.This response represents Unitil's using the 10 Q.

revised tree-trimming cycle that was in AG-1-1; is 11

that correct? 12

[LETOURNEAU] That is correct. 13 A.The revised tree-trimming cycle went into 14 Q.

effect February 2007. 15

[LETOURNEAU] That is correct. 16 A.Unitil was still 18 to 21 months behind its 17 Q.

tree-trimming schedule at the end of 2008. 18

[LETOURNEAU] That's correct. 19 A.Mr. Letourneau, can I please refer you to 20 Q.

AG-4-115, please. 21

[LETOURNEAU] Yes, I have it. 22 A.AG-4-115 indicates that there was no 23 Q.

documentation of the ERP review committee meeting on 24

163August 28, 2008, and that no reports, 1

recommendations, memorandums, agendas, 2

presentations, projects, programs, and meeting 3

minutes exist; is that correct? 4

[LETOURNEAU] That is correct. 5 A.The version of the ERP that was submitted 6 Q.

as an attachment to the winter storm report as Tab 7

1, dated February 23rd, 2009, has revisions to 8

Section 7; is that correct? 9

[LETOURNEAU] I'm sorry, could you please 10 A.restate the question? 11

Referring to FGE-2, the winter storm 12 Q.report, dated February 23rd, 2009. 13

[LETOURNEAU] Okay. 14 A.Looking at Tab 1 of the report. 15 Q.[LETOURNEAU] Yes. 16 A.Section 7 of that tab, please. 17 Q.[LETOURNEAU] Yes. 18 A.Section 7 is dated August 29, 2008, which 19 Q.

would be one day after the committee meeting; is 20

that correct? 21

[LETOURNEAU] I am looking at Tab 7 of that 22 A.report. 23

I'm sorry, Tab 1, Section 7. 24 Q.

164[LETOURNEAU] Section 7 of the ERP. 1 A.Yes, please. 2 Q.

MS. PURCELL: Bates Stamp Page 41. 3

The page number is FGE-41.2 revision date 4 Q.of Section 7 is August 28, 2008; is that correct? 5

[LETOURNEAU] That is correct. 6 A.That is the same date as the ERP review 7 Q.

committee meeting; is that correct? 8

[LETOURNEAU] That is correct. 9 A.Can it be concluded that the revisions on 10 Q.

Section 7 were made as an action from the review 11

committee meeting? 12

[LETOURNEAU] I don't have that knowledge, 13 A.but I believe that that is the reason that the date 14

has changed, yes. 15

What is the process for governing the ERP 16 Q.revisions? 17

[LETOURNEAU] The local restoration 18 A.manager, which is the electric operations manager at 19

the DOC, has the responsibility for their emergency 20

restoration plan. They are responsible for updating 21

the plan should they feel that an update is 22

required. 23

And some revisions of the ERP are dated 24 Q.165

from 2004, such as Section 3. Is that correct? 1

MS. KOEPNICK: Can you provide a page 2

number? 3

[LETOURNEAU] Yes. 4 A.MR. CHAN: Section 3 begins on FGE 017. 5

Given that, for example, in Section 3, the 6 Q.last revision date was 2004, how do you know it has 7

been revised since then? 8

[LETOURNEAU] It has not been revised since 9 A.that time. 10

How do you know that the section has been 11 Q.reviewed since 2004? 12

[LETOURNEAU] The plan is reviewed on an 13 A.annual basis and is actually a living document. We 14

file it once a year with the Department, and it's 15

reviewed usually late August, prior to what we 16

consider our hurricane season. And any part of the 17

plan that is updated is updated at that time, or if 18

there is an update at any other time during the 19

year, it's immediately updated. If there's a phone 20

number that we are made aware of that changes, 21

somebody will go into the document, make the change, 22

change the date. So the document's a live document. 23

So at any time you look at the plan, it's the most 24


166up-to-date plan that we have. 1

MR. CHAN: One moment, Madam Hearing 2

Officer. 3

MS. KOEPNICK: Off the record. 4



record after a brief break for the Attorney General 7

to confer with his adviser. 8

Mr. Letourneau, you stated that this ERP is 9 Q.a living document and has different revision numbers 10

for different sections as the need arises; is that 11

correct? 12

[LETOURNEAU] That's correct. 13 A.Given that the committee reviews the 14 Q.

document once a year, who makes the decisions on 15

changing parts of the document at other times of the 16

year? 17

[LETOURNEAU] The manager of electric 18 A.operations has responsibility for his emergency 19

response plan. So if there's a new contractor that 20

they want to add or any other part of the plan -- 21

which is atypical; it's not typical for us to change 22

the plan. But sometimes things do change. 23

Sometimes there's an emergency contact -- we might 24

167get a call from one of the municipals that an 1

emergency number may have changed or a contact may 2

have changed, and we will update our plan 3

accordingly. 4

Is there a policy at Unitil to authorize 5 Q.the electric operations manager to make these 6

changes to the emergency response plan? 7

[LETOURNEAU] I'm not aware of a policy. 8 A.Is the manager of electric operations in 9 Q.

charge of informing other members involved in the 10

emergency response plan of these changes? 11

[LETOURNEAU] Yes. Yes, they are. 12 A.Who is the manager of electric operations? 13 Q.[LETOURNEAU] In Fitchburg? Mark Frappier. 14 A.And who reviews Mark Frappier's changes to 15 Q.

the document? 16

[LETOURNEAU] If the changes are minor in 17 A.nature, which the kind of changes we are talking 18

about would be primarily administrative, there would 19

be no requirement for him to have a review of that 20

with anyone. If the changes are more substantial, 21

he would need to have a conversation with me. I'm 22

the manager of restoration for Unitil. He would 23

need to provide me with his justification as to why 24

168he wants to change the plan, what needs to be 1

changed, and, again, why. And I would approve that 2

or disapprove it. 3

Mr. Letourneau, staying with the winter 4 Q.storm report; can I refer you, please, to Page 27 in 5

FGE-2. 6

[LETOURNEAU] Page 27? 7 A.Page 27, please. Can I refer you to the 8 Q.

second paragraph on this page, please. The second 9

paragraph in the first sentence states that, given 10

the enormity of the storm, there was no need to do a 11

phased implementation by invoking either a 12

monitoring level or a standby level; is that 13

correct? 14

[LETOURNEAU] That is correct. 15 A.Why was there no need to invoke either a 16 Q.

monitoring level or a standby level? 17

[LETOURNEAU] Earlier we had talked 18 A.about -- you asked me a question regarding what is 19

the best time to prepare for pending weather, and my 20

response was it depends. 21

When you have a hurricane or you have -- 22

a hurricane is a good example. Hurricanes are well 23

forecasted. Their tracks are well forecasted. You 24

169may have five days' advance warning before a 1

hurricane gets into our region. You could do a 2

phased-in approach for a hurricane. You could start 3

off by monitoring and moving to standby and then 4

moving to implementation. 5

For this particular ice event, we saw 6

the weather forecasts that were coming out on 7

Wednesday as well as the other information we had 8

from some of the other New England utilities, that 9

we were getting an ice event on Wednesday, into 10

Thursday. So there was no need to do a ramp-up. We 11

went to just -- we immediately went into the full 12

implementation level and began that process, those 13

processes associated with the implementation level. 14

The ERP outlines specific pre-emergency 15 Q.preparation duties for assigned personnel; is that 16

correct? 17

[LETOURNEAU] Yes. 18 A.The monitoring and standby levels are never 19 Q.

implemented. Does that mean that preemergency 20

preparation does not occur until an emergency is 21

declared? 22

[LETOURNEAU] No. Those steps can be done 23 A.simultaneously and concurrently. It just means 24


170they're not phased. 1

Was that the case in December, since the 2 Q.first initiation was full implementation? 3

[LETOURNEAU] Yes. 4 A.Mr. Letourneau, to that last question, the 5 Q.

answer was -- was that the case in December, since 6

the first initiation was full implementation? 7

[LETOURNEAU] When you say the first was 8 A.full implementation, if you look at the steps, the 9

monitoring level, the standby level, and the full 10

implementation level, what I said was that those 11

could be done concurrently. In this storm, with the 12

time frame that we had and with the anticipated 13

impact of the ice storm, we moved to full 14

implementation. There was no need to go from 15

monitoring level, which relies on the initial stages 16

of the storm and getting ready to transition, to the 17

next level, standby level -- again, when you involve 18

field supervisors, et cetera. It all happened at 19

one time. 20

Again, the plan is not designed to be a 21

fixed set of rigid operating procedures. It's meant 22

to be flexible. It's meant to deploy and utilize to 23

deal with the event that you have. In the 2008 ice 24

171storm we didn't go from a monitoring level to a 1

standby level to then full implementation. We did 2

those all on day one. When we first became aware 3

that we had an ice event coming to the region, given 4

the level of activity that was going on in New 5

England, given the conference calls that I had with 6

the other utilities in New England, we knew that we 7

were going to have some level of damage to our 8

system. 9

What prompts personnel who are assigned 10 Q.these duties to initiate the preemergency 11

preparation duties if there is no ERP implementation 12

until after the storm has occurred? 13

[LETOURNEAU] The ERP implementation after 14 A.the storm has occurred? There's a lot of work that 15

occurs prior to the storm coming. The first thing 16

the restoration coordinator will do locally is have 17

a meeting with his local managers and provide them 18

with the update: Here's what our status is, here's 19

what we're anticipating. We move into full 20

implementation level, which means that at that point 21

people are put on notice, people are told that they 22

need to cancel their vacations, people are told that 23

this has the potential to be an all-hands-on-deck 24

172situation, that they have to be available, they have 1

to make arrangements, et cetera, et cetera. There 2

are other parts of our plan that talk about calling 3

our contractors, calling other resources, preparing 4

for an event. 5

Would you agree that activation of a system 6 Q.storm response plan prior to the arrival of a storm 7

would be a good thing? 8

[LETOURNEAU] Could you please restate 9 A.that? 10

Prior to a storm's arrival -- 11 Q.[LETOURNEAU] Yes. 12 A.-- activating the storm response plan prior 13 Q.

to its arrival would be a good thing? 14

[LETOURNEAU] Yes. 15 A.Can I refer you to AG-1-29, please. 16 Q.[LETOURNEAU] Yes, I have it. 17 A.AG-1-29 states that Unitil does not conduct 18 Q.

emergency drills; is that correct? 19

[LETOURNEAU] That is correct. 20 A.There are only annual reviews of the ERP; 21 Q.

is that correct? 22

[LETOURNEAU] That is correct. 23 A.Can I please refer you to AG-3-80. 24 Q.

173[LETOURNEAU] Yes, I have it. 1 A.AG-3-80 states that the last time the ERP 2 Q.

was activated was February 12, 2008, in response to 3

an actual storm warning; is that correct? 4

[LETOURNEAU] That's correct. 5 A.Staying with AG-3-80: It states that the 6 Q.

emergency restoration plan is tested in the course 7

of responding to or preparing for actual emergency 8

events; is that correct? 9

[LETOURNEAU] That is correct. 10 A.At no time has Unitil implemented any type 11 Q.

of similar or other types of drills using the ERP; 12

is that correct? Simulation or other types of 13

drills using the ERP. 14

[LETOURNEAU] That's correct. 15 A.So the only time you know the ERP is 16 Q.

effective is when you use it in an actual storm 17

event; is that correct? 18

[LETOURNEAU] No, that is not correct. We 19 A.have put this plan in place as a result of our 20

experiences in a 1996 weather event, a December 21

winter storm in Fitchburg, Massachusetts, that 22

caused a lot of system damage. This plan has been 23

utilized and tested under multiple scenarios, and in 24


174those multiple scenarios the company has performed 1

quite well with this plan. 2

If the ERP process is changed -- for 3 Q.example, from a lessons-learned experience -- do 4

they go untested until an actual event is initiated? 5

[LETOURNEAU] We don't perform -- we do not 6 A.perform testing of our ERP through simulation. So 7

the parts of the plan do change. They change based 8

upon our experience that we've had in whatever event 9

we just had. We do an assessment of the event. And 10

if there's a part of the ERP that we feel requires 11

revision and/or change as a result of that new 12

experience, then we'll implement that change in the 13

ERP. 14

What happens if the event only requires 15 Q.monitoring-level implementation but then significant 16

changes have occurred that require full 17

implementation? 18

[MEISSNER] If I may jump in here just for 19 A.a minute. In terms of the annual updates to the 20

plan -- maybe this is where we're getting caught up 21

in some of this. The plan is primarily a logistical 22

plan, is what it is, so it's primarily arrangements 23

to obtain crews, to house crews, to make contact 24

175with local hotels, restaurants, officials, and so 1

forth. Most of the changes that are made on an 2

annual basis is really just to keep that information 3

up to date, as opposed to changes to processes that 4

would be fundamental to storm management itself. So 5

during the review process I don't think that they're 6

really changing the processes that need to be 7

tested. 8

The type of change that you're talking 9

about I think would come much more infrequently, in 10

response to post-storm reviews or actions that 11

happen after storms. So just to be clear, the local 12

manager isn't changing all his processes and 13

procedures each year. 14

So when was the last storm-management 15 Q.process change that isn't like a contact name 16

change, a contact at a hotel? A level that 17

Mr. Letourneau has to approve. 18

[LETOURNEAU] I do not recall one that came 19 A.to my attention that required a change to a 20

significant process of the ERP. 21

So for all intents and purposes, the ERP's 22 Q.significant processes are the ones that were 23

implemented after the 1996 storm. 24

176[LETOURNEAU] That is correct. 1 A.[FRANCAZIO] Can I just jump in for a 2 A.

second? I think we need to talk about how this is 3

going to look going forward as well, the fact that 4

there is going to be a single point of 5

accountability. That point of accountability is 6

going to be the emergency-management group, that 7

there is going to be a governance process around how 8

those changes are implemented. And obviously, any 9

of the drills that are going to take place are going 10

to be done on an annual basis for a system drill, 11

and there will be tabletop exercises as well on a 12

regional basis. 13

So, I mean, there is going to be a very 14

formal process going forward on how we're going to 15

implement a lot of the process changes as well as 16

any smaller technical changes within the plan 17

itself. 18

So are you saying that Unitil will be 19 Q.having emergency drills of its ER plan in the 20

future? 21

[FRANCAZIO] Without a doubt. 22 A.And these drills will occur on an annual 23 Q.

basis? 24

177[FRANCAZIO] On an annual basis they'll 1 A.

have a systemwide drill. It will be an active 2

drill. And there will also be tabletop exercises 3

per region as well, to ensure that the local area 4

folks will implement. 5

If you look at ICS and how that process 6

works, it is a scalable process. You have to be 7

able to operate at the local level with an incident 8

commander who may well be the regional manager for a 9

smaller-type regional event and escalate up when you 10

have multiple regional events, as well as a 11

systemwide event. 12

So the process and the beauty of ICS and 13

NIMS is that it is a scalable system. It is the 14

same processes that you are going to implement, just 15

at a different scale going forward. 16

So, as I said, as we bring out the new 17

ERPs and we start implementing ICS, drilling is 18

absolutely a critical aspect of that, for people to 19

be familiar with what their roles and 20

responsibilities are going to be. Don't forget, we 21

are now going to be utilizing people who probably 22

haven't had their primary responsibility related to 23

these new assignments within the divisions. So to 24


178ensure that they know what they're going to be doing 1

as well, they need to be involved in an active 2

drilling process to understand what their roles and 3

responsibilities are. 4

Mr. Francazio, could you please explain to 5 Q.us what a tabletop drill is? 6

[FRANCAZIO] A tabletop exercise is where 7 A.you actually develop a scenario, and then you put 8

that team through that scenario with a number of 9

different events occurring at different times within 10

that scenario. So you would say, okay, a hurricane 11

is going to hit. How are you preparing for this 12

type of event? It has hit, and this is the damage 13

that you have sustained. What is your next step? 14

What's the time frames in which you think you can 15

estimate your restoration completion? 16

So we need to be able to take these 17

folks through specific scenarios and specific steps 18

that mimic an actual event. 19

Earlier today you said that the new ERP 20 Q.would go -- is a process ongoing through this year. 21

[LETOURNEAU] Right. 22 A.And hopefully probably would have something 23 Q.

by the fall or early winter. 24

179[FRANCAZIO] Yes. 1 A.In the interim, do you plan to have any 2 Q.

drills or tabletop scenarios under what you have 3

now? 4

[FRANCAZIO] We will be utilizing -- as I 5 A.indicated earlier, we are also prioritizing the 28 6

recommendations as well as implementing what I would 7

perceive to be some of the areas that must be 8

activated if you're going to have a successful 9

restoration. That is things like having contractors 10

available to you, your logistics and how you're 11

going to manage those contractors; the damage 12

assessment, which is absolutely key; sticking to 13

specific estimated restoration times in relation to 14

a verified guideline so that your communication plan 15

is going to work. 16

All those pieces will be active, you 17

know, very shortly, even before the August time 18

frame. The complete plan is to be written in that 19

August time frame, and then, as I indicated 20

previously, the institutionalizing of that plan and 21

ensuring that people are trained and have an 22

understanding of that plan will be completed by 23

November. 24

180If something happened tomorrow, the 1

bottom line is that we will do whatever we need to 2

do to get that restoration working. I know enough 3

about what has to happen and how a plan has to be 4

implemented to make sure that that occurs. 5

Mr. Francazio, could you please state your 6 Q.title at the company? 7

[FRANCAZIO] I am director of emergency 8 A.management and compliance. 9

Did this position exist prior to your hire? 10 Q.[FRANCAZIO] No, it did not. 11 A.In your opinion, should this position have 12 Q.

existed with the company before your hire? 13

[FRANCAZIO] I think that they had in place 14 A.a shared responsibility amongst the appropriate 15

levels within the organization to handle most types 16

of events. Again, this type of event was a very 17

unique storm. They hadn't seen something where all 18

three regions had been impacted previously. Even at 19

National -- I'll bring up my past here. But even at 20

National Grid, the director of emergency management 21

position was not established until after the Buffalo 22

storm. So as that company grew, it became more 23

apparent that you needed something that could handle 24

181a multiregional event, which was only basically 1

2005, I believe it was developed. 2

So you can actually operate with a 3

shared responsibility as long as your processes and 4

procedures support that. 5

Have you had a chance to review Unitil's 6 Q.ERP? 7

[FRANCAZIO] Briefly. 8 A.Specifically, have you reviewed the one 9 Q.

that was included in the winter 2009 storm report, 10

Exhibit FGE-2? 11

[FRANCAZIO] Yes. 12 A.Considering your experience in emergency 13 Q.

management operations at other utilities, how would 14

you rate Unitil's ERP, as a general term? 15

[FRANCAZIO] I think it has most of the key 16 A.elements within it. It talks about damage 17

assessment, which to me is one of the primary roles. 18

The concept of bringing in crews early and 19

estimating what you think you're going to need in 20

relation to that is something that I think Ray has 21

already described. There is a -- a lot of that has 22

to do with experience and how you perceive the storm 23

coming in. 24


182So I think that it was adequate for most 1

events. I think the problem was, this was a 2

significant event in multiple regions. And their 3

overall structure -- not that particular plan; for a 4

local regional event, but how you manage a 5

multiregional event on a system level is probably 6

what needed some work. 7

MS. KOEPNICK: Mr. Chan, do you have 8

many questions along this line? I'm looking for a 9

chance to have a break. 10

MR. CHAN: I have quite a few questions 11

along this line. 12

MS. KOEPNICK: Let's take a ten-minute 13

break. 14

(Recess taken.) 15

MS. KOEPNICK: We're back on the record 16

after a brief comfort break. The Assistant Attorney 17

General is continuing with his cross-examination of 18

the company's witnesses. You may proceed. 19

MR. CHAN: Thank you, Madam Hearing 20

Officer. 21

Mr. Francazio, if you had been in a role 22 Q.prior to the ice storm, what would you have done 23

differently? In this role. 24

183[FRANCAZIO] That's a very subjective 1 A.

answer. I mean, that's a very subjective question. 2

I think what I've already described, moving into the 3

NIMS process and ICS, implementing what I believe is 4

now the focus of the industry, is probably the 5

changes I would have been making at this point. 6

In your opinion, was Fitchburg Gas and 7 Q.Electric deficient in any way with regards to its 8

response to the 2008 ice storm? 9

MR. MUELLER: Objection, vague in terms 10

of what's the meaning of "deficient," by what 11

standard. I would ask for some clarification. 12

MR. CHAN: I will rephrase. 13

In your opinion, what things would you have 14 Q.changed in Fitchburg Gas and Electric's response to 15

the 2008 ice storm? 16

[FRANCAZIO] Again, that's a subjective 17 A.answer. I wasn't privy to their pre-event 18

preparations. I can tell you, as we've already 19

indicated and as the self-assessment document 20

already highlights, there are some recommendations. 21

I think if you look at those self-assessments, 22

there's 28 recommendations there that I thought were 23

very much on the mark. So if anything, I would say 24

184those would be the areas that, if we were going to 1

change things, that's where we would change them. 2

And the process to change it, as I indicated 3

previously, would be through implementing of ICS in 4

that structure. 5

Based on your past experience with other 6 Q.companies, can you compare any major differences 7

between National Grid's response to the 2008 ice 8

storm and Fitchburg Gas and Electric's response to 9

the 2008 ice storm? 10

[FRANCAZIO] I would say that National Grid 11 A.has a very diverse geography. Therefore, it is much 12

more prevalent to have an event in some part of its 13

service territory. So we became very proficient at 14

managing large events in multiple areas. 15

I think, as I said earlier, the area 16

that Unitil needed to make their plans a little bit 17

more robust is at the system level, where you had 18

someone in charge of all the regions and had a 19

logistics team behind that group to support 20

multiple-region types of events. 21

Understanding that you're looking back 22 Q.based on your experience with National Grid as well 23

as reviewing the company's documents from the 2008 24

185ice storm, is there any single thing that you 1

believe Fitchburg Gas and Electric did as well as 2

National Grid? 3

[FRANCAZIO] Did as well as National Grid? 4 A.Yes. 5 Q.[FRANCAZIO] Well, again, I think the plan 6 A.

itself has all the appropriate components. I would 7

say that National Grid probably has more experience 8

in responding to major events. 9

Have you had a chance to review the drafts 10 Q.of the self-assessment report? 11

[FRANCAZIO] Yes. 12 A.This includes FGE-5, which is the -- I'm 13 Q.

sorry -- FGE-7, the self-assessment report. 14

[FRANCAZIO] Do you have a page? 15 A.I'm saying, have you had a chance to review 16 Q.

the self-assessment report? 17

[FRANCAZIO] Yes, definitely. 18 A.In your opinion, do you think the report 19 Q.

addresses everything Fitchburg Gas and Electric 20

needs to improve? 21

[FRANCAZIO] From an operating perspective 22 A.and a tactical perspective, all those components 23

that were identified here will definitely enhance 24


186the operation. I think the piece that we are now 1

focused on is the overall implementation of the 2

recommendations. Again, you cannot focus on any one 3

component. It has to be the end-to-end process: 4

How do you bring all the pieces together so that you 5

have an effective restoration? So everything from 6

the planning piece all the way through to the actual 7

demobilization has to be identified and put into 8

some sort of procedures and process going forward. 9

So, yes, these are all the right 10

components, but there's no structure to it, so you 11

have to put it into a structure. And that's the 12

whole idea of ICS. 13

As part of this new plan process you're 14 Q.undergoing now, you're utilizing all the 15

recommendations in the self-assessment; is that 16

correct? 17

[FRANCAZIO] I'm using the self-assessment, 18 A.best practices, my experience, as well as, you know, 19

some of the things that we have done with other 20

companies, such as mutual-assistance type things. 21

We are leveraging that in ways that we haven't done 22

previously. 23

This whole thing about NEMA, for 24

187instance -- and it's not highlighted in the document 1

itself. But as part of that process, we do have 2

contacts with MAMA and the mid-Atlantic groups, 3

other groups as well. All that has to be brought 4

into a procedure that isn't necessarily reflected 5

directly in here but will be reflected in the new 6

procedures going forward. 7

MS. KOEPNICK: What was the group that 8

you referred to? 9

WITNESS FRANCAZIO: The Mid-Atlantic 10

Mutual Assistance Group. 11

Were you hired specifically to put together 12 Q.the emergency response plan update? 13

[FRANCAZIO] As far as I know, yes, that is 14 A.one of my primary responsibilities. 15

Can you name other primary 16 Q.responsibilities? 17

[FRANCAZIO] Yes. I have business 18 A.continuity planning, safety, and environmental 19

compliance. 20

Are there any recommendations in the self- 21 Q.assessment report that are potentially superfluous 22

or not cost-effective? 23

[FRANCAZIO] No, I think they all have 24 A.

188merit. 1

Can you describe an example of what must be 2 Q.done to ensure the recommendations result in 3

improved performance in its ERP? 4

[FRANCAZIO] Can you restate that question? 5 A.Can you cite an example of one of the 6 Q.

recommendations that would result in improved 7

performance in the ERP. 8

[FRANCAZIO] Any one of these 9 A.recommendations? 10

I'm asking for an example. You can pick 11 Q.the example. Walk me through the process. 12

[FRANCAZIO] It talks about acquiring 13 A.resources. There's a whole process that goes with 14

acquiring resources, including having agreements 15

with contractors for our on-call process, as well as 16

standby and/or prestaging. There's also the 17

mutual-assistance process. You have to understand 18

how these two pieces link together. 19

The mutual assistance is usually 20

rendered after the event happens. You're not going 21

to get utility crews until after the event has 22

occurred, and they can determine how many other 23

companies have been impacted. 24

189For instance, let's say that 1

Pennsylvania Power and Light has 50 crews. Well, 2

they're not going to give all 50 crews to one 3

utility, usually. It's split. They like to help 4

multiple utilities. 5

So you have to understand that when 6

you're in the process of getting those crews, so you 7

have to augment that with contractors. Now, 8

contractors you can bring in earlier in the process, 9

and those are the folks that you typically would 10

prestage prior to the event. 11

So the whole management of the crews -- 12

and that's just acquiring the crews. Then comes the 13

logistics component. So what we're talking about is 14

how do you handle logistics? It's highlighted in 15

the section, in here, that you need to have a robust 16

logistics group that's going to ensure that those 17

folks are going to be bedded down, fed, and that you 18

can actually manage them in the field. 19

So, as I said earlier, you can't pick 20

one piece and say that you're going to do that well. 21

You have to do everything well if you're going to 22

have a successful restoration. 23

So it is the implementation of an entire 24


190process and plan that's really going to make the 1

difference. That's the best answer I can give you. 2

Based on the fact that you need to have 3 Q.good implementation of your plan to respond properly 4

to a storm event, do you think any of your 5

recommendations as well as the recommendations from 6

the self-assessment report would have had a positive 7

impact on the company's response to the 2008 ice 8

storm? 9

[FRANCAZIO] I think the company has 10 A.already said that it would. We agree that it would. 11

You had stated earlier today that you were 12 Q.in Fitchburg Gas and Electric's territory as an 13

employee of National Grid in response to their 14

request for assistance. Is that correct? 15

[FRANCAZIO] Correct. 16 A.Would you please describe your thoughts 17 Q.

about the state of the FGE system, Fitchburg Gas and 18

Electric system, when National Grid crews arrived. 19

[FRANCAZIO] Well, I think the damage that 20 A.we encountered when we got there was as significant 21

as I had seen in any other locations. It was 22

basically ground zero for Massachusetts. It was 23

really devastating. 24

191The folks that had been working there 1

had been working for almost a week and a half. They 2

were very much giving all that they could in 3

relation to that event. I think the area that 4

needed some additional work in how we started our 5

process -- 6

And again, going into any area, I would 7

always start from ground zero with my processes. I 8

need to know exactly how I want to move forward with 9

my restoration. 10

We took the information that was 11

provided by Unitil, we matched it with our 12

processes, and then we began our restoration. The 13

area that we didn't have clear visibility, and I 14

think came up today, is exactly what the overall 15

estimated restoration time was going to be for the 16

remaining customers. So that was one of the things 17

that we had to immediately identify, get that 18

squared away, and then make sure that we adjusted 19

the resources that we were going to get done, as far 20

as setting the objectives for the restoration. 21

Refresh my memory. What date did you 22 Q.arrive at Fitchburg Gas and Electric's territory? 23

[FRANCAZIO] I went on the 20th, which was 24 A.

192a Saturday. On the 20th I went there. We assessed 1

the situation. We brought in some crews, started 2

bringing in our crews. And it was really on Sunday 3

that we brought the bulk of the crews in. 4

MR. CHAN: Madam Hearing Officer, can I 5

have one moment off the record? 6

MS. KOEPNICK: Sure. Let's go off the 7

record. 8



record. Please continue. 11

Do the recommendations of the self- 12 Q.assessment sufficiently address the issues of 13

initial damage assessment and determination for 14

crews needed? 15

[FRANCAZIO] Is that --16 A.That's a question. 17 Q.[FRANCAZIO] Of course, it doesn't describe 18 A.

the process. It describes the fact that you need to 19

do a damage assessment, and that that should be the 20

basis for your estimated restoration times and the 21

number of crews required to complete the work. 22

When you arrived on December 20th, did you 23 Q.participate in damage assessment? 24

193[FRANCAZIO] I did. 1 A.Was it acceptable for Fitchburg Gas and 2 Q.

Electric to wait until National Grid crews arrived 3

before obtaining more crews? 4

[FRANCAZIO] Can you repeat the question? 5 A.Was it acceptable for Fitchburg Gas and 6 Q.

Electric to wait until National Grid crews arrived 7

before obtaining more crews? 8

[FRANCAZIO] I don't think it was a 9 A.conscious decision not to obtain crews. I think 10

they were trying to get crews throughout the 11

process. It just so happens that we had completed 12

our restoration, had crews available, and we went to 13

help Unitil. It's not to say that they weren't 14

looking for crews at the time. I'm sure they were 15

desperate for getting crews. 16

Now that you've reviewed the self- 17 Q.assessment and worked for the company and looking 18

back in time to the event, do you believe that the 19

company could have secured some crews prior to 20

National Grid? 21

[FRANCAZIO] I think they did secure crews 22 A.prior to National Grid. They had over 100 crews, I 23

think, working at the time. So I think they did 24


194fulfill that piece of it. 1

I mean, once the crews are utilized in 2

the region, it's very difficult, you know, after 3

four days into the event -- most of the local crews 4

and regional crews are pretty much taken at that 5

point in time. I mean, you have to travel a 6

significant distance to bring in additional crews at 7

that point. The most expeditious way is obviously 8

when the crews are released from other utilities. 9

[MEISSNER] Just to clarify, since you're 10 A.talking about what FG&E did before Rich arrived: 11

The company made repeated efforts to get crews 12

throughout the week. I think if you look at the 13

responses to data requests, the number of crews in 14

Fitchburg increased throughout the week as 15

additional crews were available and had, in fact, I 16

think, reached 99 crews as of Friday. So the 17

company was trying to get crews throughout the week. 18

Mr. Francazio, based on your experience on 19 Q.December 20th, arriving at Fitchburg Gas and 20

Electric, in your opinion, would better damage 21

assessment have resulted in a better focus for the 22

crews, in obtaining additional crews? 23

[FRANCAZIO] Well, when I arrived, they had 24 A.195

done a damage assessment. They had a pretty good 1

idea at a higher level as to the amount of damage 2

that they had and the fact that they did need 3

additional resources. They did not have as detailed 4

a process as we implemented, which was very specific 5

as to location and type of work that had to be 6

performed. 7

So on a global basis, I think they had a 8

good idea that they definitely needed more 9

resources. They did do a damage assessment. It is 10

just different than the one we implemented at that 11

point in time. 12

MR. CHAN: Madam Hearing Officer, I'm at 13

a point where it's good to break my cross and 14

continue tomorrow. 15

MS. KOEPNICK: I think this would be a 16

good place to break for today, if the parties are 17

agreeable. This does not end the Attorney General's 18

cross-examination of the panel. We'll continue with 19

the remainder of the Attorney General's cross 20

tomorrow as well as cross from Lunenberg and then 21

the Bench, before proceeding to direct and cross of 22

Mr. Yardley. 23

So if there are no objections from the 24

196parties, I'm going to adjourn us for the day. We'll 1

resume this evidentiary hearing tomorrow in the same 2

hearing room at 10:00 a.m. 3

There being no objections, we are 4

adjourned. 5

(4:42 p.m.)6

7

8

REPORTER'S CERTIFICATE 9

I, Alan H. Brock, the officer before 10

whom the foregoing proceedings were taken, do 11

certify that this transcript is a true record of the 12

proceedings on May 11, 2009.13

14

15

_______________________16

Alan H. Brock, RDR, CRR17

18

19

20

21

22

23

24

197I N D E X1

2

EXAMINATIONS 3

THOMAS P. MEISSNER, JR., GEORGE R. GANTZ, MARK 4

LAMBERT, RAYMOND LETOURNEAU, and RICHARD 5

FRANCAZIO6

MS. PURCELL 127

MS. MERRICK 268

MR. CHAN 1449

10

RECORD REQUESTS11

Record Request AG-1 7912



15

16

17

18

19

20

21

22

23

24


$$2,000 [1] - 143:18$288,798 [1] - 150:14$294,796 [1] - 121:19$300,000 [1] - 121:8$314,557 [1] - 150:11$327,510 [1] - 150:8$40,000 [1] - 158:7$45,000 [3] - 142:11,

142:12, 143:5$50,000 [1] - 158:7

''08 [1] - 32:7

001420 [1] - 3:7017 [1] - 165:501887 [1] - 3:202108 [1] - 2:1302109 [1] - 1:2402110 [1] - 2:2202110-3113 [1] - 2:1802110-3173 [1] - 2:403-19 [1] - 9:703842 [1] - 2:804-21 [1] - 9:705-21 [1] - 9:706-21 [1] - 9:807-21 [1] - 9:808-18 [1] - 9:809-01-A [2] - 1:4, 4:509-01-B [1] - 8:709-01-C [1] - 8:709-01-D [1] - 8:709-18 [1] - 9:9

11 [26] - 1:1, 10:23,

19:16, 32:10, 61:9,64:8, 64:12, 71:18,73:24, 74:11, 74:15,75:13, 79:19, 104:7,106:22, 108:4,112:19, 151:16,151:18, 152:12,158:19, 163:8,163:15, 163:24

1,000 [2] - 133:9,133:13

1-197 [1] - 1:11-foot [2] - 154:5,

154:12

1.10 [2] - 8:2, 10:1310 [7] - 52:1, 58:5,

58:6, 58:7, 104:9,154:15, 154:20

100 [5] - 60:21, 75:3,140:10, 145:2, 193:23

101 [1] - 2:2110:00 [1] - 196:310:10 [1] - 105:2410:11 [2] - 1:9, 4:110th [1] - 87:311 [7] - 1:8, 4:1, 96:9,

101:23, 107:1,134:16, 196:13

11,786 [2] - 134:23,135:1

114 [5] - 118:23,134:13, 136:4,136:22, 137:16

11E [1] - 6:511th [8] - 29:8,

35:22, 36:8, 36:13,96:11, 104:18, 107:6,133:12

11th... [1] - 105:412 [5] - 4:10, 6:4,

107:8, 173:3, 197:7120 [2] - 30:1, 146:10127 [2] - 74:6, 115:1812th [5] - 29:8,

105:9, 105:11,128:19, 128:23

13.8-kV [1] - 155:20137 [3] - 118:23,

137:12, 137:22139 [1] - 197:1313th [3] - 84:9,

96:11, 105:1314 [1] - 134:2214,000 [1] - 133:14140 [5] - 108:15,

108:21, 108:23,109:5, 109:23

144 [1] - 197:9149 [1] - 197:1414th [3] - 10:8,

105:15, 121:715 [4] - 152:24,

153:23, 154:2, 155:815-foot [1] - 156:13150 [1] - 95:12154 [1] - 3:715th [3] - 8:20, 10:7,

105:2016 [2] - 107:1, 126:15164 [1] - 4:12165,000 [3] - 133:18,

134:15, 134:2216th [4] - 105:24,

107:7, 109:4, 112:1117 [1] - 158:2217th [6] - 15:19,

106:12, 106:14,106:20, 108:5

18 [5] - 51:18, 52:5,53:2, 158:22, 162:17

18th [8] - 35:23,36:4, 82:12, 82:19,84:15, 106:12, 112:7,112:15

1990s [1] - 141:211995 [1] - 46:241996 [2] - 173:21,

175:241999 [1] - 150:219th [6] - 29:12,

36:4, 39:7, 83:2,112:7, 112:16

1E [1] - 4:131st [4] - 16:2, 118:21,

118:23, 136:24

22 [19] - 10:23, 16:9,

17:16, 18:15, 19:16,50:17, 64:8, 64:18,74:15, 104:7, 104:8,104:10, 108:15,108:17, 114:5,138:22, 151:18,154:15, 154:21

2,000 [1] - 46:192-foot [1] - 154:182.2 [1] - 151:2320 [9] - 51:18, 52:5,

53:2, 58:5, 58:6, 58:7,112:17, 145:24, 160:8

200 [1] - 95:122001 [2] - 158:16,

159:12002 [2] - 9:6, 151:192004 [3] - 165:1,

165:7, 165:122005 [4] - 50:17,

50:19, 50:22, 181:22006 [5] - 49:16,

49:19, 150:7, 150:17,151:22

2007 [9] - 150:10,158:13, 158:17,159:2, 159:7, 159:8,159:13, 159:15,162:15

2008 [42] - 4:10,4:11, 5:7, 5:17, 8:6,9:6, 21:19, 36:13,38:19, 56:16, 57:8,78:8, 108:19, 121:9,121:13, 121:21,125:18, 133:12,133:13, 133:24,134:10, 150:2,150:13, 150:17,160:11, 160:15,160:23, 161:12,161:16, 162:18,163:1, 163:19, 164:5,170:24, 173:3, 183:9,183:16, 184:8,184:10, 184:24, 190:8

2009 [29] - 1:8, 4:1,5:3, 5:11, 5:13, 5:14,5:18, 6:16, 7:24, 8:8,8:20, 10:21, 29:6,46:24, 48:9, 49:16,49:20, 50:17, 50:20,50:23, 78:1, 108:20,121:7, 125:18,158:19, 163:8,163:13, 181:10,196:13

20th [4] - 191:24,192:1, 192:23, 194:20

21 [3] - 103:14,112:17, 162:17

21st [3] - 10:21,103:10, 112:8

22 [1] - 160:8220 [2] - 8:2, 10:1323 [1] - 136:2423rd [5] - 15:13,

106:9, 108:20, 163:8,163:13

24 [4] - 71:18, 135:2,136:13, 136:19

24-hour [2] - 107:9,146:23

24th [3] - 29:8, 36:8,36:13

25 [4] - 10:22, 11:12,46:12, 134:16

25th [5] - 29:9, 48:8,112:24, 113:2, 133:13

26 [1] - 197:8260 [1] - 2:3265 [1] - 2:1727 [5] - 5:11, 34:21,

168:5, 168:7, 168:828 [10] - 21:10,

30:18, 68:17, 73:24,

1

77:6, 78:11, 163:1,164:5, 179:6, 183:23

29 [2] - 129:9, 163:1929th [1] - 129:72nd [2] - 5:18, 6:16

33 [13] - 5:13, 8:2,

10:13, 16:9, 17:16,18:15, 19:16, 64:5,124:8, 148:18, 165:1,165:5, 165:6

3.5 [1] - 152:530 [2] - 130:8, 145:21300,000 [1] - 121:1130th [1] - 129:634 [1] - 114:534.5-kV [1] - 155:24340 [1] - 6:1938 [2] - 104:9, 114:5

44 [10] - 16:10, 17:16,

18:16, 19:16, 52:3,53:2, 54:10, 55:6,142:15, 155:15

4-kV [3] - 155:10,155:14, 155:17

40 [1] - 145:22404 [1] - 3:241 [1] - 164:348 [1] - 71:1848-hour [1] - 146:10491 [1] - 135:34:42 [1] - 196:6

55 [2] - 13:15, 54:105-126 [2] - 141:19,

141:2250 [5] - 1:23, 140:11,

140:12, 189:2, 189:3500 [3] - 140:8, 140:951 [2] - 48:7, 48:1253 [3] - 48:7, 48:12,

159:156 [4] - 98:3, 98:12,

102:14, 159:159 [3] - 138:10,

138:16, 139:15D [2] - 10:22, 11:125th [1] - 7:24


66 [12] - 2:7, 5:14,

12:21, 13:3, 13:9,13:19, 108:21,152:24, 154:2, 155:1,155:3, 155:8

6-feet-plus-deadwood [1] -153:17

6-foot [1] - 155:5603.773.6440 [1] -

2:8603.773.6605 [1] -

2:8612 [1] - 151:23617-556-0007 [1] -

2:22617-654-1701 [1] -

2:22617.727.1047 [1] -

2:15617.727.2200 [1] -

2:15617.728.4404 [1] -

1:24617.748.6843 [1] -

2:4617.897.9043 [1] -

2:4617.951.1354 [1] -

2:18617.951.1400 [1] -

2:1868 [2] - 118:22, 134:1

77 [11] - 54:10,

158:21, 160:8, 163:9,163:17, 163:19,163:22, 163:24,164:1, 164:5, 164:11

72 [1] - 146:1076 [1] - 4:1278 [1] - 105:679 [1] - 197:127th [1] - 5:2

88 [9] - 8:8, 48:18,

54:15, 55:2, 55:5,55:9, 105:5, 155:1,155:3

80 [1] - 106:10800 [1] - 133:9

81 [1] - 83:182 [1] - 85:98:30 [1] - 105:13

99 [4] - 54:15, 55:2,

55:5, 55:996 [1] - 146:10978.345.2261 [1] -

3:8978.345.4144 [1] -

3:8978.658.3388 [1] -

3:3978.694.4061 [1] -

3:399 [1] - 194:179:00 [1] - 105:169:30 [1] - 105:20

AA [14] - 7:22, 13:7,

30:11, 34:7, 49:24,61:8, 62:11, 70:15,142:17, 148:3, 154:6,154:12, 175:17, 178:7

a [584] - 4:17, 5:14,6:5, 7:13, 7:19, 8:8,8:10, 8:12, 9:15, 9:22,10:15, 10:18, 11:14,11:24, 14:22, 15:11,21:22, 21:23, 22:19,23:2, 23:6, 23:24,24:13, 25:12, 25:17,25:21, 26:5, 26:10,26:13, 27:18, 28:20,29:12, 30:18, 31:10,31:11, 31:20, 31:22,32:8, 32:11, 32:17,33:9, 33:14, 33:19,33:22, 33:23, 34:4,34:6, 34:8, 34:13,34:20, 35:8, 35:14,35:15, 37:4, 37:11,40:2, 40:13, 42:1,42:7, 42:9, 43:13,44:22, 45:2, 45:7,45:22, 48:3, 48:16,48:24, 49:3, 49:16,49:18, 49:21, 50:7,50:8, 51:7, 51:13,51:14, 52:20, 52:21,52:24, 53:14, 53:16,53:24, 54:1, 54:2,54:4, 54:6, 54:11,54:13, 54:23, 56:21,

57:13, 58:3, 58:5,58:24, 59:1, 59:5,59:7, 59:10, 59:15,59:16, 59:19, 60:4,60:5, 60:6, 60:8,60:19, 60:24, 61:1,61:24, 62:21, 62:22,63:8, 63:9, 63:23,64:15, 65:10, 66:13,66:21, 67:4, 67:16,68:4, 68:14, 69:3,69:8, 69:10, 69:13,69:16, 69:17, 69:23,70:7, 70:9, 70:12,70:13, 70:14, 70:15,70:18, 71:5, 71:12,71:13, 71:16, 71:17,71:20, 71:21, 72:2,72:11, 72:12, 72:20,73:11, 73:19, 74:1,74:5, 74:9, 74:11,74:16, 75:7, 75:24,76:11, 76:15, 76:19,77:1, 77:4, 77:7,77:11, 77:12, 77:14,77:16, 77:18, 77:19,77:22, 78:5, 78:8,78:14, 78:22, 79:6,79:8, 79:9, 79:11,79:14, 79:15, 79:23,80:4, 80:6, 80:11,80:21, 81:3, 81:5,81:6, 81:14, 81:19,82:1, 82:7, 82:9,83:13, 84:4, 84:23,85:1, 85:2, 85:10,86:13, 87:16, 87:22,88:11, 88:23, 89:2,89:13, 89:14, 90:6,90:12, 90:17, 91:6,91:14, 91:22, 92:1,92:2, 92:11, 93:2,94:2, 94:17, 94:19,94:20, 95:4, 95:5,95:17, 95:18, 95:22,96:16, 96:20, 96:24,98:8, 98:9, 98:11,98:12, 98:14, 98:15,98:18, 98:22, 99:1,99:3, 99:13, 99:18,99:21, 99:22, 100:21,101:10, 102:3, 102:7,103:4, 103:10,103:11, 103:12,103:14, 103:16,103:19, 103:22,104:23, 104:24,106:22, 107:18,

108:5, 109:4, 109:7,109:12, 110:4, 110:8,110:9, 110:12,110:15, 110:18,110:24, 111:2,111:12, 111:23,114:2, 114:15,114:16, 114:17,114:20, 115:18,115:23, 116:11,116:12, 116:22,117:4, 117:8, 117:10,117:14, 117:17,117:19, 118:2, 118:4,118:11, 119:11,119:14, 119:15,119:19, 120:5, 120:7,120:10, 120:11,120:15, 121:6,121:12, 121:13,121:16, 121:17,121:24, 122:1, 122:3,122:12, 122:17,123:15, 123:16,123:17, 123:19,123:21, 123:22,124:5, 124:9, 124:13,124:14, 124:16,124:19, 124:23,125:13, 125:20,126:7, 126:9, 126:22,127:4, 127:6, 127:10,127:18, 127:21,129:2, 129:5, 129:11,129:21, 129:22,129:23, 130:10,130:12, 130:21,130:24, 131:11,131:14, 131:21,132:5, 132:8, 132:10,132:12, 133:23,134:9, 134:20,134:23, 135:8,135:23, 135:24,136:9, 136:15, 138:2,138:17, 138:20,139:14, 140:8,140:24, 141:1,141:13, 141:18,141:20, 141:21,142:1, 142:2, 142:3,142:4, 142:17,143:11, 143:12,143:22, 144:3,144:16, 144:19,144:20, 145:8, 145:9,145:11, 145:12,146:23, 146:24,

2

147:1, 147:14,147:18, 148:2,148:12, 148:13,149:9, 149:24,150:19, 150:22,150:23, 151:11,151:13, 151:23,152:4, 152:23, 153:1,153:2, 153:3, 153:7,154:5, 154:6, 154:7,154:12, 154:23,155:21, 156:7, 156:9,156:13, 156:14,156:20, 157:3, 157:4,157:8, 157:13,157:16, 158:2, 158:7,159:24, 160:6,160:11, 161:9, 165:2,165:14, 165:15,165:20, 165:23,166:7, 166:10,166:15, 166:20,167:1, 167:2, 167:5,167:8, 167:20,167:22, 168:11,168:12, 168:13,168:16, 168:17,168:19, 168:22,168:23, 169:1, 169:2,169:3, 169:11,170:21, 171:1,171:15, 171:18,172:6, 172:7, 172:8,172:11, 172:14,173:20, 173:21,173:23, 174:4,174:11, 174:12,174:20, 174:22,175:16, 175:17,175:20, 176:2, 176:5,176:8, 176:11,176:12, 176:14,176:16, 176:22,177:2, 177:7, 177:9,177:11, 177:14,177:16, 177:19,178:6, 178:8, 178:9,178:11, 178:21,179:9, 179:15, 180:4,180:15, 180:17,181:1, 181:3, 181:6,181:15, 181:22,182:2, 182:4, 182:5,182:6, 182:9, 182:10,182:11, 182:13,182:17, 182:22,183:1, 183:2, 183:17,184:12, 184:17,


184:19, 185:10,185:15, 185:16,185:23, 186:12,187:5, 188:14,189:16, 189:23,190:5, 190:7, 191:2,192:1, 192:17,192:20, 193:9, 194:6,194:22, 195:1, 195:2,195:5, 195:8, 195:10,195:14, 195:16,196:12

a.m [3] - 1:9, 4:1,196:3

abbreviation [2] -48:19, 74:16

ability [5] - 57:5,67:6, 128:22, 132:9,143:8

able [13] - 54:2, 54:5,78:16, 81:10, 97:23,106:7, 119:4, 135:21,136:17, 136:19,151:20, 177:8, 178:17

about [49] - 30:15,32:13, 46:2, 57:14,60:24, 61:18, 62:1,67:9, 67:14, 80:12,83:24, 91:2, 93:13,93:22, 93:24, 94:11,102:14, 106:8,106:12, 113:4, 114:8,114:19, 115:7,115:16, 118:1, 119:8,121:3, 124:19, 125:8,128:17, 130:3, 130:4,133:22, 138:4,139:13, 148:1,157:21, 167:19,168:19, 172:3,175:10, 176:3, 180:4,181:17, 186:24,188:13, 189:14,190:18, 194:11

Above [1] - 153:16above [4] - 152:24,

153:10, 156:13,156:16

absolutely [2] -177:19, 179:13

accelerated [1] -42:19

accept [2] - 134:22,135:3

acceptable [4] -131:7, 131:10, 193:2,193:6

access [6] - 92:5,

113:17, 142:5, 143:9,144:20, 145:7

accompany [1] -49:24

accomplish [4] -24:17, 69:11, 69:12,69:14

accomplishing [1] -71:17

according [1] -141:23

accordingly [1] -167:4

Accordingly [1] -11:10

account [4] - 129:10,131:6, 131:22, 135:15

accountability [3] -116:18, 176:6

accumulate [1] -59:18

accurate [7] - 74:22,75:3, 109:17, 109:19,110:24, 131:16, 132:4

accurately [3] -132:9, 132:20, 132:23

achieved [1] -124:10

achievement [2] -123:20, 124:2

acknowledged [1] -160:10

acquire [1] - 48:18acquiring [3] -

188:13, 188:15,189:13

acquisition [3] -19:14, 78:15, 136:7

acronym [1] - 152:8across [3] - 36:17,

37:5, 99:7acting [3] - 39:16,

39:22, 85:21action [6] - 6:6,

23:17, 62:13, 77:3,77:4, 164:11

actionable [3] -61:13, 61:23, 62:17

actions [1] - 175:11activated [2] - 173:3,

179:9activating [1] -

172:13activation [1] - 172:6active [4] - 96:17,

177:2, 178:2, 179:17activities [8] - 46:22,

63:7, 63:18, 64:6,101:8, 142:16,146:10, 149:12

activity [2] - 72:3,171:5

actual [13] - 32:20,128:22, 129:2, 129:8,129:18, 130:13,131:18, 173:4, 173:8,173:17, 174:5,178:19, 186:7

Actually [2] - 100:3,104:7

actually [32] - 21:10,29:3, 29:21, 32:11,34:9, 35:10, 45:10,61:15, 62:24, 65:5,65:6, 66:16, 71:23,75:4, 76:8, 78:17,88:11, 89:13, 109:3,112:23, 114:16,115:13, 119:12,124:8, 127:10,128:24, 132:22,153:3, 165:14, 178:8,181:3, 189:19

actuary [6] - 26:24,27:8, 27:9, 27:16,27:24, 28:8

acutely [1] - 22:4add [10] - 25:16,

25:19, 34:18, 48:5,53:10, 59:4, 87:15,132:3, 139:6, 166:21

adding [1] - 136:24addition [7] - 43:5,

86:2, 89:20, 90:3,91:7, 136:7, 136:23

additional [16] -9:13, 31:13, 42:12,78:15, 81:17, 86:1,118:12, 119:2,131:15, 136:24,142:5, 191:5, 194:7,194:16, 194:23, 195:4

Additionally [2] -6:24, 9:4

address [17] - 11:21,12:17, 12:21, 13:3,13:6, 13:9, 13:12,13:14, 21:7, 66:13,80:20, 92:16, 120:5,152:13, 153:21,160:5, 192:13

addressed [4] -23:18, 25:20, 66:18,91:5

addresses [1] -

185:20adequacy [1] - 136:4adequate [3] -

137:16, 161:24, 182:1adjacent [3] -

153:10, 155:2, 156:18adjourn [1] - 196:1adjourned [1] -

196:5adjusted [1] - 191:19adjustment [1] -

155:6administrative [2] -

119:24, 167:19administrators [1] -

90:9adopt [5] - 16:22,

18:4, 19:3, 20:3, 21:2adopted [9] - 30:5,

38:10, 40:10, 43:2,44:15, 54:11, 157:10,157:11, 157:13

adoption [1] - 153:5advance [6] - 35:13,

71:8, 72:5, 122:7,146:21, 169:1

advanced [1] - 17:11advisable [1] - 111:1advisement [3] -

8:15, 102:2, 102:6adviser [1] - 166:8advisory [2] - 89:14,

108:22affected [1] - 90:5aforementioned [2] -

10:12, 11:7afraid [1] - 139:20after [22] - 73:6,

82:19, 98:1, 102:15,117:5, 117:7, 120:15,122:4, 134:10, 144:3,161:9, 163:20, 166:7,171:13, 171:14,175:12, 175:24,180:22, 182:17,188:21, 188:22, 194:3

After [3] - 36:3, 80:4,155:14

afterwards [1] -96:19

AG [1] - 14:21AG-1 [3] - 79:21,

152:12, 197:12AG-1-1 [5] - 149:18,

149:22, 151:15,158:13, 162:11

AG-1-13 [5] - 96:4,

3

96:5, 96:6, 97:16,102:13

AG-1-23 [1] - 112:19AG-1-29 [2] - 172:16,

172:18AG-1-34 [1] - 86:8AG-1-35 [1] - 146:6AG-1-56 [1] - 133:2AG-1-62 [4] - 104:6,

106:21, 108:4, 114:5AG-1-7 [1] - 133:20AG-1-8 [2] - 134:6,

134:12AG-2 [2] - 139:9,

197:13AG-2-66 [2] - 138:1,

138:24AG-3 [2] - 149:8,

197:14AG-3-67 [3] - 120:21,

122:20, 122:21AG-3-68 [3] - 55:23,

55:24, 57:22AG-3-70 [1] - 125:14AG-3-80 [3] - 172:24,

173:2, 173:6AG-4-101 [1] - 162:8AG-4-103 [1] -

139:11AG-4-108 [1] -

101:20AG-4-110 [1] -

102:11AG-4-115 [2] -

162:21, 162:23AG-5-125 [1] -

140:20AG-5-126 [1] - 142:9AG-5-127 [8] - 34:20,

61:6, 66:11, 68:4,68:21, 74:10, 74:15,75:12

AG-5-135 [2] -114:18, 114:24

AG-5-142 [1] -117:23

AG-5-143 [1] -126:12

AG-5-144 [2] -127:13, 129:16

AG-5-177 [1] - 10:24AG-5-186 [3] - 49:14,

49:15, 50:16Again [15] - 26:4,

28:24, 33:17, 45:5,50:17, 51:5, 65:16,68:21, 69:5, 74:2,


155:7, 170:21,180:17, 183:17, 186:3

again [35] - 22:20,32:4, 33:15, 40:7,48:11, 49:20, 53:2,57:21, 65:12, 69:1,72:7, 73:12, 75:20,77:21, 82:3, 84:14,85:8, 88:12, 102:3,102:13, 108:3,112:11, 117:22,121:10, 124:3,126:15, 126:22,137:11, 140:13,152:13, 157:12,168:2, 170:18, 185:6,191:7

against [4] - 123:18,123:23, 124:3, 124:13

agencies [1] - 66:23agendas [1] - 163:2ago [3] - 143:12,

143:20, 157:16agree [3] - 48:22,

172:6, 190:11agreeable [1] -

195:18agreed [2] - 8:17,

11:23agreements [1] -

188:15ahead [1] - 144:11aid [7] - 37:7, 141:2,

141:6, 141:8, 141:9,141:13, 143:9

Aid [2] - 140:24,141:4

al [1] - 55:11Alan [3] - 1:22,

196:10, 196:17alerts [1] - 147:1algorithm [6] -

127:23, 128:5,129:10, 131:5,131:12, 131:21

algorithms [1] -127:20

aligned [2] - 64:14,115:24

alignment [2] - 61:9,61:12

All [5] - 116:23,149:1, 151:9, 179:17,187:4

all [89] - 5:5, 5:8,7:12, 7:23, 20:11,21:21, 22:21, 23:17,

24:5, 24:9, 24:10,31:11, 39:5, 42:18,45:11, 45:22, 47:3,47:11, 55:12, 55:15,55:19, 60:14, 63:4,63:7, 63:12, 63:21,64:1, 64:3, 64:10,66:8, 66:23, 67:10,70:6, 75:3, 77:7, 78:3,78:19, 79:9, 80:18,84:5, 89:20, 90:6,91:22, 92:18, 93:7,93:9, 93:10, 93:11,95:19, 95:20, 95:21,97:11, 98:7, 98:15,101:2, 102:5, 103:1,104:24, 106:15,108:6, 111:2, 112:4,116:15, 117:7,119:23, 131:19,135:6, 136:12,137:10, 144:21,153:12, 155:14,156:21, 170:19,171:3, 171:24,175:13, 175:22,180:18, 184:19,185:7, 185:23, 186:5,186:7, 186:10,186:15, 187:24,189:3, 191:3

all-hands-on-deck[1] - 171:24

alleging [2] - 138:10,139:2

allow [5] - 34:2,103:15, 103:17, 127:3

allowed [2] - 141:22,143:3

allows [2] - 52:21,119:19

almost [1] - 191:2alone [3] - 49:17,

49:21, 49:23Along [1] - 127:9along [5] - 79:17,

110:17, 117:19,182:9, 182:12

already [15] - 32:4,34:6, 64:15, 67:24,73:7, 83:14, 83:19,119:12, 143:14,148:14, 181:22,183:3, 183:19,183:21, 190:11

also [40] - 4:17, 8:10,9:15, 14:2, 14:5,20:11, 22:12, 25:16,

26:8, 28:2, 31:13,32:22, 39:17, 43:14,46:20, 47:18, 53:8,53:11, 54:10, 57:1,58:21, 64:23, 67:6,70:1, 75:8, 84:10,97:4, 99:9, 106:22,115:4, 116:9, 121:15,130:24, 131:13,135:20, 158:5, 177:3,179:6, 188:17

Also [5] - 5:24, 6:12,46:23, 47:4, 152:20

alternative [2] - 88:2,99:4

although [2] - 39:6,54:13

Although [1] -150:18

Altman [5] - 3:1, 3:1,7:3, 7:9

[email protected] [1] - 3:3

always [5] - 54:1,94:23, 107:23,111:22, 191:8

am [28] - 4:14, 10:11,13:8, 13:14, 13:22,26:18, 26:20, 26:22,27:1, 27:3, 27:5,27:11, 27:13, 27:15,28:16, 38:23, 46:7,49:9, 49:11, 49:13,75:2, 87:13, 107:1,144:9, 147:8, 156:6,163:22, 180:8

ambiguous [1] -52:20

AMI [37] - 48:2, 49:3,49:5, 49:24, 50:2,50:5, 50:7, 50:10,50:13, 50:18, 50:19,50:21, 51:1, 51:6,51:9, 51:11, 51:15,52:9, 55:11, 56:5,56:10, 56:19, 57:10,57:12, 58:9, 58:13,59:2, 59:7, 59:15,59:19, 60:11, 60:20,127:9, 128:21, 129:3,132:8, 132:17

among [2] - 49:8,157:18

amongst [1] - 180:15amount [12] - 9:23,

65:18, 77:9, 88:21,127:10, 140:14,140:15, 140:16,

140:17, 151:10,162:1, 195:2

amounts [1] - 161:4An [2] - 60:16, 98:22an [184] - 4:3, 4:5,

5:3, 7:10, 11:18,21:16, 22:3, 23:19,24:2, 25:16, 26:17,26:19, 26:21, 26:24,27:2, 27:4, 27:6, 27:7,27:8, 27:9, 27:10,27:12, 27:14, 27:16,27:20, 27:22, 27:24,28:2, 28:4, 28:6, 28:8,28:12, 28:13, 28:15,28:16, 31:21, 34:16,34:21, 35:4, 35:12,40:7, 42:3, 44:11,45:11, 47:21, 47:23,48:18, 49:3, 49:4,49:16, 50:5, 50:13,51:1, 51:2, 51:6, 51:7,52:6, 52:9, 52:11,52:13, 52:23, 53:1,54:2, 55:12, 55:16,55:19, 56:4, 56:6,56:22, 57:2, 57:6,57:9, 60:14, 61:4,65:9, 65:24, 67:1,67:14, 67:17, 70:9,72:3, 72:12, 72:24,73:4, 74:16, 80:14,80:17, 81:24, 82:20,84:2, 87:21, 88:2,91:16, 92:16, 92:20,94:5, 96:10, 96:16,97:4, 102:22, 103:2,103:3, 103:21, 104:1,104:12, 107:9,108:22, 109:10,110:23, 112:1, 114:7,118:17, 119:4, 120:1,122:5, 126:4, 128:15,128:22, 129:8,130:11, 130:13,130:14, 131:5,131:11, 131:17,131:18, 132:5, 132:9,133:9, 136:15,136:24, 137:3,137:10, 140:4,147:15, 148:4,148:14, 148:16,149:13, 149:17,154:2, 154:3, 154:8,157:18, 158:9,160:11, 163:7,164:11, 164:22,

4

165:13, 165:19,166:24, 167:1,169:10, 169:21,171:4, 171:24, 172:5,173:4, 173:17, 174:5,174:10, 175:2,176:11, 176:23,177:1, 177:2, 177:8,178:2, 178:19,179:22, 184:13,185:22, 186:6, 188:2,188:6, 188:11,189:24, 190:13

analysis [10] - 33:23,34:2, 135:15, 136:6,136:15, 136:16,137:3, 137:17,157:23, 161:14

Analysis [1] - 151:18Analyst [2] - 1:20,

1:21analyst [3] - 4:19,

4:20, 6:13analyze [1] - 55:20AND [1] - 1:10And [138] - 13:11,

13:16, 14:10, 14:16,16:1, 16:6, 16:22,17:23, 18:4, 19:3,20:3, 20:6, 20:17,20:21, 21:6, 24:2,27:2, 28:2, 28:14,28:17, 29:10, 29:18,30:5, 30:15, 30:21,30:24, 31:5, 36:15,37:13, 37:16, 38:10,39:7, 39:9, 41:4, 41:9,41:19, 42:15, 43:2,43:8, 43:22, 44:7,44:12, 44:15, 44:20,48:22, 49:21, 50:23,51:1, 52:10, 53:2,55:9, 60:6, 61:1,62:20, 64:15, 64:24,70:1, 70:12, 74:22,75:3, 75:12, 75:24,76:6, 77:21, 80:24,81:20, 82:19, 83:11,84:23, 86:1, 86:4,87:7, 88:6, 88:12,89:3, 92:17, 93:8,94:1, 94:9, 96:13,97:6, 97:16, 98:2,101:3, 101:11,102:18, 104:5, 107:6,109:22, 112:6, 115:4,119:6, 119:10, 120:2,121:17, 121:23,


122:8, 122:15,123:10, 124:1, 125:4,125:20, 127:18,129:21, 130:8,130:19, 133:4, 133:8,133:22, 134:18,134:21, 135:1, 135:6,135:20, 136:14,136:23, 137:15,139:3, 140:12, 145:3,145:7, 155:2, 157:20,160:17, 164:24,165:17, 167:15,168:2, 174:10, 176:9,176:23, 177:3,178:23, 182:3, 184:3,186:12, 191:7, 192:3

and [542] - 1:19, 2:5,2:9, 3:4, 3:4, 3:9, 3:9,4:7, 4:13, 4:14, 4:21,4:23, 4:24, 5:4, 5:6,5:12, 5:15, 5:16, 5:22,6:1, 6:10, 6:11, 6:18,7:3, 7:8, 7:11, 7:14,7:15, 8:4, 8:5, 8:7,9:8, 10:13, 10:23,11:1, 11:8, 11:13,11:24, 12:9, 12:17,12:24, 13:2, 13:6,13:11, 13:12, 13:13,13:23, 14:1, 14:5,14:6, 14:10, 14:11,14:20, 14:23, 15:8,15:12, 15:16, 15:21,16:5, 16:10, 16:19,16:22, 17:3, 17:4,17:7, 17:9, 17:12,17:16, 17:17, 17:24,18:4, 18:9, 18:12,18:13, 18:16, 18:24,19:3, 19:11, 19:16,19:17, 19:24, 20:3,20:11, 20:14, 21:2,21:7, 21:17, 21:19,21:20, 21:22, 22:5,22:8, 22:9, 22:11,22:13, 22:22, 23:8,23:9, 23:14, 23:16,23:17, 23:20, 23:23,23:24, 24:1, 24:3,24:5, 24:8, 24:10,24:11, 24:23, 25:23,26:13, 28:13, 28:19,29:12, 29:13, 29:17,30:3, 30:10, 30:19,31:3, 31:23, 32:3,32:4, 33:3, 33:10,33:12, 33:13, 34:3,

34:6, 34:9, 35:5,35:12, 35:18, 36:13,36:21, 38:22, 39:17,39:19, 40:14, 40:19,41:1, 41:12, 41:15,41:16, 41:17, 41:22,41:23, 41:24, 42:4,42:7, 42:10, 43:14,44:4, 45:6, 45:8, 45:9,45:13, 45:14, 45:20,46:1, 46:3, 46:7,46:16, 46:17, 46:20,46:21, 47:7, 47:8,47:9, 47:10, 47:12,47:15, 47:18, 47:23,48:2, 48:18, 48:24,49:16, 49:20, 50:2,50:17, 50:20, 51:13,52:9, 52:17, 52:23,53:12, 53:20, 54:1,54:12, 54:15, 55:2,55:5, 55:9, 56:8,56:12, 56:19, 56:21,57:2, 57:16, 58:13,58:14, 59:6, 59:18,59:20, 59:24, 61:20,62:9, 62:11, 63:17,64:8, 65:17, 66:8,66:23, 67:5, 67:7,67:20, 69:5, 69:13,70:8, 71:1, 71:8,71:14, 71:17, 71:19,71:23, 72:6, 72:8,72:10, 72:18, 73:3,75:10, 75:20, 76:1,76:9, 76:18, 76:21,76:23, 77:7, 77:15,78:20, 78:24, 79:8,80:1, 80:17, 80:20,80:22, 81:12, 82:3,82:14, 82:20, 83:3,83:9, 83:23, 84:5,85:3, 85:5, 85:15,85:20, 85:21, 85:24,86:10, 86:13, 87:4,87:19, 87:22, 89:17,90:4, 90:11, 90:18,91:15, 91:16, 91:24,92:5, 92:6, 92:9, 93:9,94:6, 94:12, 94:19,95:7, 95:11, 95:13,95:20, 96:11, 97:4,97:5, 97:12, 98:18,100:11, 100:15,100:20, 101:15,102:13, 102:14,102:15, 102:16,102:20, 103:2,

103:23, 104:4, 104:7,106:5, 106:12,106:16, 106:17,106:19, 106:24,107:7, 107:15, 108:4,108:5, 108:8, 108:19,109:14, 110:4, 110:9,110:17, 110:22,110:24, 111:7, 111:9,111:15, 111:19,112:3, 112:7, 112:8,112:16, 112:17,112:23, 113:6,113:18, 113:22,113:23, 117:1, 117:5,117:8, 117:9, 117:12,117:16, 118:4, 119:2,119:3, 119:19,119:24, 120:11,120:24, 121:1, 122:1,122:4, 122:7, 122:15,123:23, 124:5,124:10, 124:13,124:14, 124:22,125:18, 126:15,127:14, 128:1, 128:8,128:14, 128:15,128:16, 128:24,129:3, 129:8, 130:8,130:12, 130:15,131:2, 132:4, 132:9,132:13, 132:17,132:23, 132:24,133:6, 135:12,135:18, 136:12,136:13, 137:2,137:23, 139:18,139:23, 140:9,140:18, 141:12,142:6, 142:7, 142:21,142:22, 144:22,145:4, 145:14, 147:1,147:15, 148:24,149:15, 150:1,150:22, 150:23,153:15, 153:24,154:2, 156:11,156:14, 156:18,156:21, 156:22,157:17, 157:19,158:16, 158:22,159:8, 160:16,160:18, 160:20,161:2, 161:20,161:21, 161:23,162:6, 163:1, 163:3,165:14, 165:15,166:10, 167:3, 168:2,

168:20, 169:4,169:13, 169:19,169:24, 170:10,170:13, 170:17,170:23, 171:18,173:24, 175:1,175:13, 175:22,176:12, 177:6,177:10, 177:13,177:18, 177:20,178:3, 178:8, 178:13,178:18, 179:11,179:20, 179:21,179:22, 180:4, 180:9,181:4, 181:19,181:23, 183:4, 183:7,183:15, 183:20,184:9, 184:19, 185:2,185:20, 185:23,186:8, 186:9, 187:1,187:3, 187:19,188:23, 189:2,189:10, 189:13,189:18, 189:21,190:1, 190:13,190:18, 191:2,191:13, 191:14,191:19, 191:23,192:14, 192:20,192:21, 193:2, 193:6,193:13, 193:18,194:5, 194:16,194:20, 195:3, 195:6,195:14, 195:21,195:22, 197:5

and/or [4] - 118:8,139:7, 174:12, 188:17

announcements [1]

- 41:22annual [9] - 142:9,

154:3, 165:14,172:21, 174:20,175:3, 176:11,176:23, 177:1

Annually [1] - 142:12annually [2] -

142:12, 143:18another [10] - 9:23,

30:24, 38:14, 41:4,43:8, 88:20, 100:14,113:3, 122:22, 141:19

answer [19] - 21:17,25:16, 34:14, 51:3,59:14, 63:24, 74:2,86:11, 100:14,100:18, 114:24,118:9, 118:13, 121:3,148:5, 170:6, 183:2,

5

183:18, 190:2Answer [1] - 26:12answered [5] -

83:14, 83:19, 118:15,148:13, 148:15

answering [1] -20:10

answers [5] - 16:20,18:1, 19:1, 20:1,20:23

anticipated [4] -42:20, 42:23, 147:2,170:13

anticipates [2] -105:17, 105:22

anticipating [2] -64:24, 171:20

anticipation [1] -147:18

anxiety [1] - 22:9any [86] - 8:17, 9:9,

10:1, 11:20, 16:13,16:14, 17:19, 17:20,18:19, 19:19, 20:17,20:18, 25:20, 25:21,26:14, 31:18, 32:6,38:8, 38:16, 39:6,47:15, 51:9, 56:14,58:16, 59:17, 60:10,60:15, 67:22, 87:10,87:14, 88:21, 90:20,92:5, 93:12, 93:14,93:19, 95:2, 97:14,97:17, 98:7, 107:11,107:13, 113:5,113:13, 115:1, 117:6,118:7, 119:21,124:18, 125:10,127:2, 129:2, 129:17,136:3, 138:5, 141:1,142:3, 142:4, 146:13,146:17, 149:10,156:10, 156:16,156:22, 159:4, 159:6,159:11, 159:13,161:15, 165:17,165:19, 165:24,166:21, 173:11,176:9, 176:17, 179:2,183:8, 184:7, 185:1,186:3, 187:21, 190:5,190:22, 191:7

Any [5] - 9:2, 10:1,11:19, 68:9, 188:9

anybody [1] - 93:13anyone [1] - 167:21anything [4] - 46:21,

107:8, 110:11, 183:24


anywhere [1] -154:24

apologize [1] - 52:5apparent [1] - 180:24appear [2] - 74:19,

150:18APPEARANCES [1] -

2:1appearing [2] - 5:24,

26:4appears [2] - 49:17,

109:5application [1] -

68:14applications [4] -

68:7, 68:10, 157:3,157:13

applies [2] - 124:5,156:17

apply [1] - 128:14appreciate [1] -

21:15apprised [1] - 93:4approach [7] - 32:9,

33:14, 54:12, 67:14,96:17, 96:21, 169:3

approached [1] -42:24

appropriate [6] -44:2, 56:9, 62:23,116:5, 180:15, 185:7

appropriately [2] -118:13, 119:4

approve [2] - 168:2,175:18

approved [2] -116:17, 126:5

approximately [3] -29:8, 87:3, 89:3

Approximately [1] -143:20

April [3] - 10:21,15:19, 29:6

Arch [1] - 2:21are [187] - 8:6, 8:18,

9:7, 9:22, 10:6, 11:10,12:4, 16:15, 16:18,17:21, 18:9, 19:8,21:17, 22:4, 22:16,22:19, 22:24, 23:1,23:3, 23:7, 23:14,24:9, 25:4, 25:20,27:2, 27:10, 27:18,28:2, 28:11, 28:15,30:9, 30:15, 31:7,31:18, 32:1, 33:6,33:19, 33:20, 33:23,

34:1, 38:18, 45:5,48:14, 50:2, 52:5,52:8, 54:3, 54:16,55:4, 55:6, 55:12,55:15, 55:19, 62:10,62:16, 62:22, 63:5,63:6, 63:7, 63:15,63:16, 63:20, 63:21,64:1, 64:10, 65:17,66:7, 66:19, 67:10,67:16, 67:20, 67:23,68:6, 68:22, 68:24,69:17, 70:6, 70:8,70:11, 70:24, 71:11,71:13, 71:21, 72:8,72:13, 72:15, 73:24,74:21, 74:22, 74:24,75:3, 75:4, 76:14,76:24, 78:7, 78:19,85:18, 97:14, 99:17,109:16, 111:22,113:23, 115:7, 115:8,116:19, 117:9,118:23, 120:4,120:14, 120:19,123:12, 123:13,124:4, 124:7, 124:12,132:1, 132:16,136:13, 138:16,139:17, 141:6, 141:7,141:10, 141:11,142:14, 142:19,142:20, 142:22,144:21, 145:16,146:21, 146:22,150:19, 150:21,151:2, 151:23,152:18, 162:6,164:21, 164:24,165:21, 167:12,167:17, 167:18,167:21, 168:23,168:24, 169:19,171:10, 171:22,171:23, 172:3,172:21, 175:2,175:23, 176:9,176:10, 176:19,177:15, 177:21,177:22, 178:4,178:12, 179:6,179:22, 183:21,186:1, 186:10,186:22, 187:22,189:10, 189:18,194:2, 194:5, 194:9,195:17, 195:24, 196:4

Are [28] - 9:9, 11:20,

26:17, 26:19, 26:21,26:24, 27:4, 27:6,27:8, 27:12, 27:14,27:16, 27:20, 27:22,27:24, 28:4, 28:6,28:8, 49:7, 74:18,83:16, 87:10, 91:18,135:11, 139:24,144:8, 156:4, 187:21

area [25] - 18:14,19:8, 20:8, 24:14,29:21, 47:24, 54:2,79:3, 79:5, 82:5,106:3, 106:13,124:12, 125:11,141:8, 141:9, 141:12,157:18, 158:10,177:4, 184:16, 191:4,191:7, 191:14

areas [20] - 17:3,17:14, 18:8, 20:6,21:6, 23:4, 24:4, 32:5,75:24, 77:1, 78:12,91:11, 93:22, 105:19,105:23, 124:7,137:23, 179:8, 184:1,184:15

aren't [1] - 135:6arises [1] - 166:11around [10] - 30:9,

32:14, 61:13, 105:15,113:10, 114:3,145:21, 154:10,156:11, 176:8

arrangements [2] -172:2, 174:23

arrival [5] - 135:16,136:18, 172:7,172:11, 172:14

arrive [1] - 191:23arrived [7] - 101:17,

190:19, 192:23,193:3, 193:7, 194:11,194:24

arriving [1] - 194:20Arsenault [1] - 1:23article [1] - 121:7As [18] - 10:15,

21:22, 40:2, 40:4,40:18, 41:7, 44:9,47:9, 47:21, 48:2,100:20, 102:22,103:13, 110:14,116:21, 146:20,186:14, 187:14

as [270] - 4:8, 5:23,8:7, 8:11, 9:7, 9:21,10:15, 11:24, 14:21,

15:4, 15:9, 15:17,15:24, 16:7, 16:18,16:23, 17:9, 17:11,17:24, 18:5, 18:23,19:4, 19:11, 19:12,19:23, 20:4, 20:12,20:22, 21:3, 21:13,23:4, 24:13, 25:11,25:12, 28:13, 28:20,30:2, 30:3, 30:12,30:13, 31:6, 31:21,33:1, 33:3, 33:4, 34:8,34:11, 34:15, 35:24,36:1, 36:22, 36:23,37:19, 39:16, 39:22,39:24, 40:8, 40:23,42:1, 42:15, 42:16,43:13, 44:7, 44:8,46:7, 46:18, 47:4,47:7, 47:8, 47:15,48:17, 49:16, 49:21,52:11, 53:20, 56:10,58:13, 59:1, 61:22,62:6, 62:7, 62:18,63:7, 64:20, 65:18,65:19, 65:21, 65:22,67:3, 67:19, 68:2,68:15, 69:19, 70:16,71:16, 71:17, 71:20,74:22, 74:23, 75:8,75:16, 75:23, 75:24,76:1, 76:6, 76:13,77:13, 77:15, 78:4,78:8, 78:23, 80:21,84:18, 84:20, 84:23,85:3, 85:4, 85:15,85:21, 87:16, 87:17,87:21, 90:12, 90:13,93:8, 95:12, 96:13,96:16, 96:18, 96:20,96:22, 97:3, 99:7,99:8, 99:18, 99:19,101:12, 102:2, 104:5,104:22, 104:23,104:24, 105:3,108:20, 110:5,110:24, 111:1,111:24, 114:20,116:11, 116:13,116:14, 116:21,118:16, 118:21,119:1, 120:1, 120:5,121:24, 122:3, 122:8,123:3, 124:13, 127:5,127:7, 129:14,130:11, 131:16,135:12, 137:5, 137:6,137:10, 138:17,

6

143:11, 145:5, 146:2,151:5, 153:22, 155:7,156:5, 158:3, 158:7,158:8, 160:11, 163:7,164:7, 164:11, 165:1,166:11, 167:24,169:8, 173:20,174:12, 175:4, 176:4,176:12, 176:16,177:4, 177:11,177:17, 178:2, 179:5,179:7, 179:20,180:23, 181:4,181:15, 183:19,183:20, 184:3,184:16, 184:23,184:24, 185:2, 185:4,186:19, 186:21,187:2, 187:4, 187:14,188:16, 189:20,190:6, 190:13,190:21, 190:22,191:20, 191:21,194:15, 194:17,195:2, 195:4, 195:5,195:6, 195:21

ascertain [1] - 36:20Ashburton [1] - 2:13Ashby [13] - 3:4, 3:9,

29:17, 81:13, 81:14,81:16, 81:19, 82:21,83:23, 106:17, 108:9,112:8, 112:16

ask [28] - 9:15,15:12, 16:17, 17:23,18:23, 19:23, 20:21,26:10, 26:14, 49:22,51:19, 54:16, 62:8,79:24, 86:9, 96:3,100:1, 100:3, 101:19,101:22, 113:3, 114:4,120:20, 134:5, 138:1,139:10, 140:20,183:12

asked [6] - 26:13,46:2, 83:24, 92:12,125:16, 168:19

asking [6] - 83:16,83:24, 86:6, 91:1,138:4, 188:11

asks [5] - 102:14,118:1, 133:4, 134:8,139:13

aspect [3] - 33:10,160:1, 177:19

aspects [8] - 17:8,17:10, 20:12, 54:4,66:13, 78:19, 159:23,


160:4assemble [1] - 35:10assembled [2] -

71:23, 77:14assembling [1] -

42:4assessed [1] - 192:1assessment [52] -

11:3, 21:11, 23:4,24:11, 30:2, 30:19,32:2, 48:8, 48:23,61:23, 63:12, 68:18,71:12, 71:18, 73:14,73:23, 74:20, 77:6,77:18, 78:16, 79:16,82:24, 85:8, 103:21,105:6, 106:10,109:18, 113:6, 117:3,117:5, 117:15,141:24, 149:14,174:10, 179:13,181:18, 183:20,185:11, 185:14,185:17, 186:16,186:18, 187:22,190:7, 192:13,192:14, 192:20,192:24, 193:18,194:22, 195:1, 195:10

assessments [1] -183:22

asset [2] - 17:7, 47:5asset-management

[1] - 17:7assets [2] - 142:22,

143:1assign [1] - 82:12assigned [8] - 4:15,

4:17, 45:12, 75:5,85:2, 94:5, 169:16,171:10

assigning [1] - 62:17assignments [2] -

62:14, 177:24assist [4] - 22:15,

42:12, 81:18, 122:19assistance [5] -

44:18, 186:21,188:18, 188:20,190:15

Assistance [2] -103:5, 187:11

assistant [2] - 4:22,4:24

Assistant [7] - 1:16,1:18, 2:12, 6:6, 6:10,6:11, 182:17

assisting [2] - 44:10,56:15

associate [1] - 64:8associated [8] -

48:24, 56:12, 56:23,62:22, 71:14, 76:16,162:1, 169:14

assume [5] - 26:11,94:3, 148:23, 159:4,159:11

assuming [1] - 54:16assumptions [1] -

158:3assure [1] - 23:1At [16] - 5:19, 10:11,

29:20, 38:21, 38:23,47:16, 60:21, 64:21,73:14, 100:23,103:16, 105:15,144:19, 151:22,158:2, 173:11

at [170] - 1:6, 1:9,6:12, 6:15, 7:20,13:19, 13:23, 22:21,24:16, 25:17, 29:4,29:5, 29:21, 29:22,30:4, 30:11, 30:21,31:1, 31:24, 32:10,32:13, 33:1, 33:20,35:14, 39:5, 39:6,43:20, 46:13, 48:2,49:18, 50:16, 52:4,52:22, 52:24, 54:15,55:5, 55:23, 60:16,62:19, 62:20, 63:1,63:2, 63:17, 63:23,64:2, 64:4, 64:21,65:7, 66:7, 66:8, 67:7,68:3, 68:13, 68:23,69:1, 69:2, 69:16,72:2, 73:13, 74:10,74:12, 74:14, 75:2,76:22, 77:6, 77:7,77:21, 80:13, 81:23,82:10, 82:13, 82:24,83:1, 84:6, 84:10,84:11, 92:14, 92:19,93:7, 95:4, 101:12,101:19, 103:2, 104:6,105:5, 105:8, 105:13,105:15, 105:20,105:24, 106:9,106:21, 106:24,108:14, 108:21,109:22, 110:19,111:1, 112:4, 112:19,114:5, 117:7, 119:24,120:4, 122:10,

122:21, 123:17,123:22, 124:7,124:22, 125:2, 125:5,128:11, 128:24,129:1, 129:2, 129:6,132:14, 133:13,133:23, 134:9,134:20, 136:8,136:10, 148:3,149:14, 150:4,150:10, 150:13,152:1, 157:16,157:20, 162:18,163:15, 163:22,164:19, 165:18,165:19, 165:24,166:16, 167:5, 170:9,170:19, 171:21,175:17, 177:6, 177:8,177:16, 178:10,180:7, 180:19,180:20, 181:14,183:6, 183:22,184:14, 184:18,191:23, 193:15,193:24, 194:5, 194:7,194:13, 194:20,195:2, 195:11,195:13, 196:3

Atlantic [2] - 187:3,187:10

attached [2] - 74:6,102:23

attachment [8] -62:20, 102:23,108:16, 154:16,154:22, 158:13, 163:7

Attachment [15] -74:10, 74:15, 75:13,104:7, 104:8, 104:9,106:22, 108:4,108:14, 112:19,114:5, 124:8, 151:16,152:12

Attachments [1] -10:23

attachments [2] -11:4, 108:18

attempt [2] - 97:9,154:2

attempted [2] - 96:9,97:24

attempting [2] -36:20, 51:13

attended [1] - 82:8attention [2] -

151:16, 175:20attorney [4] - 26:17,

27:2, 27:10, 28:2Attorney [25] - 2:10,

6:5, 6:8, 6:10, 6:11,7:8, 7:14, 24:23, 25:3,25:5, 25:9, 26:5,34:15, 79:19, 80:4,120:16, 120:17,138:22, 144:4,148:18, 166:7,182:17, 195:18,195:20

Attorneys [3] - 2:12,6:6, 7:2

atypical [1] - 166:22augment [1] - 189:8August [13] - 45:20,

46:1, 46:3, 64:21,69:23, 70:1, 75:10,163:1, 163:19, 164:5,165:16, 179:18,179:20

authority [1] - 40:19authorize [1] - 167:5automated [1] - 52:7automatic [1] -

127:19automatically [2] -

129:2, 132:10available [9] - 23:2,

24:19, 89:9, 145:17,145:19, 172:1,179:11, 193:13,194:16

avenue [1] - 78:13avenues [1] - 102:5average [12] -

123:16, 128:1, 128:8,128:15, 133:9,135:19, 136:18,136:20, 137:5,160:19, 160:20

award [2] - 122:9,123:11

awarded [1] - 121:8aware [12] - 22:4,

58:18, 87:10, 87:13,94:23, 102:19,135:11, 135:14,147:12, 165:21,167:8, 171:3

away [3] - 156:20,157:8, 191:19

BB [8] - 61:7, 61:8,

62:10, 62:11, 66:12,68:3

7

bachelor [1] - 28:18back [35] - 58:22,

59:12, 65:5, 65:17,73:21, 75:21, 76:21,79:24, 80:3, 96:19,99:20, 101:9, 103:18,106:21, 107:23,108:11, 111:3, 111:7,111:13, 115:10,117:12, 119:15,120:14, 123:5,128:24, 129:14,144:2, 145:14,145:15, 161:8, 166:6,182:16, 184:22,192:10, 193:19

backbone [1] - 110:7background [2] -

26:15, 46:7backup [3] - 118:3,

118:7, 118:11backwards [1] -

110:14Barry [5] - 1:14, 3:1,

4:18, 7:3, 7:9base [1] - 89:19based [30] - 23:8,

30:6, 30:16, 38:11,38:18, 40:11, 40:13,43:3, 44:16, 56:20,59:20, 79:16, 107:18,113:6, 121:21, 122:8,123:19, 123:20,123:21, 128:13,136:14, 140:6, 141:7,142:3, 146:10,151:13, 153:19,174:8, 184:23, 194:19

Based [4] - 88:14,137:17, 184:6, 190:3

basically [4] - 64:12,97:21, 181:1, 190:23

basis [25] - 37:4,52:14, 59:8, 59:16,60:4, 60:8, 69:17,72:3, 82:1, 98:8,116:13, 137:15,146:23, 154:3,158:11, 165:14,175:3, 176:11,176:13, 176:24,177:1, 192:21, 195:8

Bates [3] - 108:15,108:23, 164:3

Bates-stamped [2] -108:15, 108:23

be [242] - 8:16, 11:14,


16:20, 17:13, 18:1,19:1, 20:1, 20:23,25:5, 31:1, 31:2,31:14, 31:21, 31:22,32:19, 35:16, 37:11,38:16, 38:24, 40:5,40:7, 41:5, 41:8, 43:9,43:13, 43:15, 44:20,44:21, 45:9, 45:17,52:2, 53:4, 53:14,53:18, 54:2, 54:18,55:18, 57:5, 57:7,60:15, 60:16, 62:8,63:12, 63:14, 64:7,64:23, 65:1, 65:19,66:17, 67:15, 69:19,69:21, 70:3, 70:7,70:8, 70:9, 71:7,71:14, 71:23, 72:5,72:11, 72:14, 72:15,72:17, 72:20, 73:8,73:9, 74:7, 75:5, 75:6,75:19, 75:20, 76:2,76:4, 76:18, 76:24,77:1, 77:2, 77:8, 78:5,79:4, 79:24, 80:13,85:15, 85:17, 89:13,89:24, 90:2, 91:5,91:6, 91:9, 91:20,92:14, 92:15, 92:16,92:21, 93:22, 94:13,95:3, 95:4, 95:18,97:15, 97:24, 98:23,101:24, 102:19,104:1, 105:1, 106:2,106:13, 108:1, 109:2,111:3, 111:7, 111:18,111:20, 112:3, 115:9,115:12, 115:15,115:24, 116:10,116:12, 116:17,116:19, 118:11,118:13, 118:20,118:24, 119:4,119:13, 119:14,119:15, 120:1, 120:5,120:12, 124:16,124:19, 127:2, 127:9,127:11, 129:17,129:23, 130:1, 130:4,130:10, 131:7,131:10, 132:15,132:20, 132:23,134:12, 134:23,135:18, 135:20,135:21, 136:17,136:20, 136:24,137:4, 137:16, 140:1,

140:14, 141:13,143:7, 144:3, 144:6,148:11, 151:13,151:24, 154:1, 154:5,154:8, 154:12, 155:1,156:15, 157:23,158:3, 158:8, 159:17,163:20, 164:10,167:19, 167:20,168:1, 169:23,170:12, 170:21,170:23, 171:24,172:1, 172:8, 172:14,175:5, 175:7, 175:12,176:5, 176:7, 176:8,176:11, 176:12,176:14, 176:19,177:2, 177:3, 177:7,177:9, 177:20,177:21, 177:22,178:1, 178:2, 178:17,179:5, 179:8, 179:17,179:19, 179:23,180:4, 184:1, 184:4,186:4, 186:8, 187:4,187:6, 188:2, 189:18,191:16, 192:20,195:6, 195:16

beauty [1] - 177:13became [5] - 42:21,

46:20, 171:3, 180:23,184:14

Because [1] - 99:6because [13] - 9:24,

14:24, 50:6, 58:21,59:4, 89:1, 90:4,93:10, 109:20,111:23, 138:18,145:8, 161:1

become [3] - 67:1,87:18, 142:4

becoming [4] -67:17, 87:20, 142:2,143:11

bedded [1] - 189:18been [70] - 7:13,

10:7, 15:3, 15:4,15:16, 15:24, 16:6,22:2, 23:18, 24:21,31:6, 32:6, 33:21,46:7, 53:20, 56:6,58:23, 62:14, 63:2,80:11, 80:16, 82:12,84:6, 85:4, 86:1, 88:4,88:23, 88:24, 89:21,91:2, 91:16, 93:14,93:15, 93:17, 95:22,111:1, 111:22, 112:9,

112:15, 112:17,118:4, 119:16,124:24, 126:6, 131:2,131:16, 137:22,145:19, 145:21,146:2, 146:3, 147:6,148:9, 151:20, 155:2,157:9, 157:11, 158:6,158:9, 165:8, 165:9,165:11, 173:23,180:19, 182:22,183:6, 188:24, 191:1,191:2

Before [2] - 25:3,87:2

before [25] - 7:23,10:5, 11:21, 22:1,31:9, 31:16, 38:1,41:23, 51:8, 51:14,63:13, 76:6, 78:22,97:4, 110:12, 159:18,169:1, 179:18,180:13, 193:4, 193:8,194:11, 195:22,196:10

began [11] - 5:2,47:18, 58:13, 82:12,84:16, 87:2, 87:20,90:11, 90:14, 169:13,191:13

begin [12] - 7:23,11:21, 12:2, 25:2,25:3, 48:6, 53:19,86:16, 86:20, 86:24,149:13, 157:10

beginning [1] - 73:15begins [2] - 61:8,

165:5begun [1] - 73:7behalf [3] - 5:21, 6:8,

118:13behind [4] - 151:23,

152:1, 162:17, 184:20being [15] - 4:11,

52:11, 66:8, 68:20,73:6, 78:16, 85:3,92:11, 125:2, 125:24,132:16, 140:4, 140:5,151:2, 196:4

believe [26] - 7:14,10:6, 24:16, 29:11,41:16, 50:9, 52:12,81:14, 82:11, 83:6,84:14, 87:19, 88:18,97:24, 98:7, 98:20,103:17, 107:5,129:21, 157:16,158:1, 164:14, 181:2,

183:4, 185:2, 193:19believing [1] - 101:9belong [1] - 141:7belonging [1] -

142:10below [10] - 63:5,

121:18, 153:11,154:14, 154:15,154:20, 154:21,155:1, 156:18

bench [1] - 4:16Bench [3] - 14:23,

25:22, 195:22benchmark [4] -

123:23, 160:11,160:15, 161:12

benchmarks [1] -160:23

beneficial [1] -115:15

benefit [1] - 53:14benefits [13] - 48:24,

52:6, 52:9, 52:11,53:6, 53:8, 54:7,56:20, 56:21, 56:23,142:14, 143:3, 143:8

best [10] - 30:19,37:11, 67:18, 75:1,78:13, 121:5, 143:6,168:20, 186:19, 190:2

better [4] - 68:18,154:1, 194:21, 194:22

between [13] - 29:7,36:7, 36:12, 46:3,53:15, 53:23, 54:8,96:10, 107:6, 111:6,122:1, 153:15, 184:8

beyond [1] - 42:19bigger [1] - 71:5bill [14] - 126:17,

128:17, 129:8,129:18, 129:22,130:8, 130:10,130:13, 130:15,130:18, 130:24,131:2, 131:17, 131:18

billed [2] - 128:12,128:13

billing [10] - 20:11,60:7, 114:13, 127:15,127:21, 127:24,128:6, 128:19,131:21, 132:11

bills [11] - 59:21,125:14, 125:17,125:20, 125:21,126:10, 126:16,

8

127:19, 127:20,130:16, 132:12

bit [7] - 53:16,110:12, 110:15,121:12, 121:13,144:16, 184:17

blow [1] - 154:11board [1] - 124:20Bob [1] - 33:3bonus [2] - 122:1,

122:3bonuses [2] -

120:24, 121:21Bonville [1] - 3:6Boston [9] - 1:8,

1:24, 2:4, 2:13, 2:18,2:22, 28:13, 47:23,121:7

both [15] - 28:19,35:23, 40:19, 41:23,42:4, 53:21, 59:24,62:9, 84:23, 87:16,111:8, 130:15,139:18, 149:24,160:16

bottom [3] - 49:18,108:22, 180:2

BOWEN [3] - 6:22,9:1, 10:3

Bowen [2] - 2:21,6:22

branch [1] - 154:7branches [3] -

154:11, 156:22,161:15

break [11] - 26:13,117:20, 120:11,143:22, 166:7,182:10, 182:14,182:17, 195:14,195:17

brief [8] - 79:23,80:4, 143:22, 144:3,156:7, 161:9, 166:7,182:17

Briefly [1] - 181:8briefly [4] - 17:2,

19:7, 20:6, 123:3bring [8] - 72:21,

79:9, 161:21, 177:17,180:20, 186:5, 189:9,194:7

bringing [2] -181:19, 192:3

Brock [4] - 1:22,1:23, 196:10, 196:17

broken [2] - 63:15,


149:3Brotherhood [1] -

6:18brought [10] - 29:12,

30:3, 34:9, 45:6,61:19, 81:17, 120:6,187:4, 192:2, 192:4

budget [6] - 76:11,76:19, 119:11,119:13, 150:23,151:10

budgets [1] - 65:14Buffalo [1] - 180:22build [1] - 69:19built [2] - 127:23,

128:5bulk [2] - 41:13,

192:4bullet [1] - 114:11business [16] - 4:8,

5:23, 8:19, 10:7,10:10, 12:17, 12:21,13:3, 13:9, 47:14,54:4, 67:2, 76:17,124:24, 146:3, 187:18

businesses [3] - 3:4,3:9, 22:8

busy [1] - 88:24But [32] - 33:23,

44:17, 50:4, 50:7,52:20, 57:1, 57:10,59:1, 69:1, 71:16,80:21, 84:13, 93:3,102:3, 102:7, 104:8,107:21, 111:11,115:22, 117:14,122:22, 125:1, 127:6,132:19, 133:17,137:20, 157:6, 158:4,158:10, 166:23,180:20, 187:2

but [36] - 28:20,31:13, 31:16, 48:4,53:8, 58:4, 60:4,65:11, 67:19, 69:9,71:20, 73:11, 81:24,82:9, 82:20, 83:20,83:24, 86:2, 90:17,91:21, 93:16, 97:4,103:8, 105:17,105:22, 111:18,131:13, 137:5,148:14, 150:19,162:5, 164:14,174:16, 182:5,186:11, 187:6

BUW [1] - 6:19

BY [3] - 12:15, 26:2,144:14

by [79] - 4:5, 4:15,7:2, 8:1, 8:9, 8:19,9:5, 9:10, 10:6, 10:20,11:1, 16:10, 17:16,18:16, 19:16, 20:14,23:21, 25:2, 29:9,38:6, 43:6, 45:20,45:23, 46:11, 57:23,59:23, 59:24, 64:13,65:2, 65:11, 66:21,67:12, 69:23, 70:1,75:9, 75:11, 77:24,84:17, 85:16, 85:22,86:9, 87:11, 88:5,88:13, 88:15, 92:3,93:12, 97:6, 97:9,104:17, 106:18,113:14, 114:16,115:9, 116:8, 116:17,118:21, 118:23,126:8, 127:24, 128:6,128:16, 134:22,136:24, 138:2,138:10, 138:18,139:1, 141:6, 149:3,157:10, 159:5,159:14, 168:12,169:4, 178:24,179:23, 183:11,191:12

By [2] - 10:16, 52:16

CC [5] - 4:2, 62:11,

63:5, 68:3, 149:22calculate [3] -

128:16, 129:3, 132:10calculating [1] -

131:12calculations [1] -

137:19call [44] - 20:9,

22:23, 22:24, 43:20,57:16, 58:22, 67:18,71:5, 79:6, 89:1,89:13, 96:19, 97:3,97:5, 99:17, 99:19,99:22, 103:22,103:23, 103:24,104:18, 104:21,113:16, 116:11,117:8, 117:10,118:11, 118:19,118:20, 119:15,119:20, 119:23,

133:5, 133:23, 134:9,135:14, 135:23,136:15, 136:22,137:1, 137:18, 167:1,188:16

call-center [2] -104:21, 113:16

call-handling [1] -22:23

call-out [1] - 117:8Callahan [3] - 2:11,

25:8, 26:4called [7] - 22:2,

22:15, 98:14, 99:19,103:5, 103:10, 130:21

calling [3] - 57:15,172:3, 172:4

calls [39] - 20:10,37:4, 44:2, 44:3, 44:5,44:6, 57:19, 87:20,89:24, 90:6, 90:7,90:12, 94:10, 99:13,111:9, 114:19, 115:8,118:3, 119:21, 133:9,133:13, 133:14,133:18, 133:23,134:1, 134:8, 134:13,134:15, 134:21,134:22, 134:23,135:1, 135:3, 135:6,135:8, 135:17, 171:6

came [6] - 42:1, 80:9,94:10, 157:4, 175:19,191:15

can [60] - 10:14,15:1, 21:7, 23:4,24:16, 31:9, 53:14,54:2, 54:5, 55:20,63:10, 65:17, 67:13,68:11, 68:13, 69:1,69:5, 69:9, 71:20,71:24, 72:8, 75:6,77:8, 78:17, 81:9,86:10, 89:7, 100:18,102:18, 110:14,111:12, 116:11,117:12, 119:22,123:10, 132:19,133:23, 134:9,140:10, 140:11,142:1, 142:4, 143:10,145:15, 149:18,151:15, 158:6,162:20, 168:5,169:23, 178:15,181:3, 183:19, 184:7,188:11, 188:23,189:9, 189:19, 190:2,

192:5Can [35] - 38:5, 45:2,

48:10, 52:5, 72:23,74:1, 74:9, 81:6,83:21, 112:18,113:16, 114:10,121:3, 121:6, 126:16,133:20, 140:20,141:1, 148:18, 152:8,158:18, 158:21,160:7, 162:8, 164:10,165:2, 168:8, 172:16,172:24, 176:2,187:16, 188:2, 188:5,188:6, 193:5

can't [5] - 9:24, 65:6,65:22, 103:7, 189:20

Canada [1] - 145:4cancel [1] - 171:23cannot [4] - 72:9,

105:16, 105:21, 186:3capabilities [2] -

51:12, 56:3capability [10] -

22:24, 50:7, 56:3,57:4, 57:13, 118:4,118:8, 118:18, 119:7,120:2

capacity [3] - 36:15,40:23, 137:12

capital [1] - 106:2captioned [1] - 4:4capture [1] - 60:7care [6] - 96:10,

96:13, 98:8, 98:17,98:19, 101:23

career [1] - 53:19case [10] - 4:15,

10:20, 30:6, 53:5,86:4, 110:20, 156:12,170:2, 170:6

cases [13] - 53:15,53:23, 54:8, 91:10,91:16, 93:21, 94:4,94:12, 94:15, 107:12,128:18, 128:23,154:23

catastrophic [1] -22:1

categories [1] -53:24

category [1] - 99:22caught [1] - 174:21cause [1] - 11:19caused [4] - 22:7,

22:10, 89:1, 173:23cell [2] - 97:12,

9

109:15center [29] - 20:10,

22:24, 36:1, 42:9,43:20, 57:16, 58:23,82:17, 103:22,103:24, 104:18,104:21, 107:8,113:16, 116:10,118:11, 118:20,119:20, 133:5,133:23, 134:9,135:23, 136:15,136:16, 136:23,137:1, 137:19, 147:3,152:11

centers [3] - 36:1,67:9, 81:11

Century [2] - 103:11,103:14

CEO [1] - 121:7certain [11] - 10:19,

14:2, 14:7, 14:11,51:14, 65:13, 71:13,75:7, 125:20, 147:8,147:11

certainly [6] - 34:17,97:8, 98:14, 102:2,131:11, 136:22

Certainly [1] - 98:11CERTIFICATE [1] -

196:9certify [1] - 196:12cetera [8] - 140:17,

151:5, 151:8, 153:11,170:19, 172:2

chair [1] - 33:3Chan [4] - 2:12, 6:11,

144:3, 182:8CHAN [14] - 144:6,

144:9, 144:12,144:14, 148:20,149:4, 165:5, 166:2,182:11, 182:20,183:13, 192:5,195:13, 197:9

chance [4] - 181:6,182:10, 185:10,185:16

change [27] - 33:15,37:19, 37:22, 54:1,88:9, 89:2, 137:6,152:23, 153:3, 159:5,159:12, 165:22,165:23, 166:22,166:23, 168:1, 174:8,174:12, 174:13,175:9, 175:16,


175:17, 175:20,184:2, 184:3

changed [11] - 38:2,44:12, 88:11, 159:7,161:11, 164:15,167:2, 167:3, 168:2,174:3, 183:15

changes [25] - 16:13,17:19, 18:19, 19:19,20:17, 20:20, 32:9,42:23, 75:1, 125:8,165:21, 167:7,167:11, 167:15,167:17, 167:18,167:21, 174:17,175:2, 175:4, 176:9,176:16, 176:17, 183:6

changing [5] - 76:16,102:19, 166:16,175:7, 175:13

channels [4] -115:24, 116:6, 116:7,116:20

Chapter [4] - 4:12,6:4, 10:22, 11:12

characterize [3] -52:10, 56:17, 97:20

charge [3] - 119:15,167:10, 184:19

charged [1] - 11:1charges [2] - 139:17,

139:24chart [3] - 150:5,

153:17, 155:10check [3] - 134:21,

135:3, 135:5checked [2] -

125:22, 125:24checking [1] -

134:24checklist [3] - 35:14,

35:15, 146:15chief [8] - 6:1, 12:20,

39:24, 40:18, 40:23,43:15, 116:3, 116:4

choose [1] - 130:14chooses [1] - 10:15chose [1] - 131:17Chris [1] - 85:20circuit [3] - 110:23,

153:13, 157:5circuitry [1] - 95:20circuits [10] - 92:14,

93:9, 106:15, 108:6,110:2, 110:7, 111:6,150:21, 151:2, 151:3

circumstance [1] -

95:13circumstances [2] -

22:17, 95:3CIS [1] - 55:11cite [2] - 158:20,

188:6cited [2] - 160:24,

161:5City [2] - 5:12, 94:16claims [4] - 138:10,

138:16, 139:1, 139:7clarification [8] -

9:16, 49:22, 50:1,51:20, 83:13, 122:11,157:15, 183:12

clarify [11] - 34:19,35:2, 59:6, 74:10,80:9, 89:11, 121:23,125:23, 140:5,147:24, 194:10

clarifying [1] - 10:10clear [6] - 45:8,

54:18, 80:14, 93:23,175:12, 191:14

Clearance [1] -153:16

clearance [10] -152:23, 153:10,154:6, 154:11,154:20, 155:2, 156:18

cleared [3] - 93:10,95:19, 95:20

clearing [3] - 94:7,154:9, 154:14

Clearly [4] - 31:10,76:24, 79:2, 115:24

clearly [2] - 31:17,122:6

close [4] - 7:20, 8:19,10:7, 10:9

closely [3] - 33:6,39:16, 47:5

CMR [2] - 8:2, 10:13Coakley [1] - 6:9collect [1] - 59:18collectively [1] - 6:19College [1] - 47:23column [3] - 74:16,

75:15, 153:7combination [7] -

30:18, 31:22, 32:7,40:13, 117:4, 117:14,117:15

combined [1] -151:23

come [11] - 31:13,65:16, 77:21, 103:17,

107:23, 119:10,135:17, 145:15,146:20, 161:15,175:10

comes [2] - 65:5,189:13

comfort [1] - 182:17coming [12] - 36:19,

44:5, 46:11, 77:5,77:7, 90:6, 90:7,149:10, 169:7, 171:4,171:16, 181:24

Command [3] -23:10, 30:13, 66:18

command [6] -31:23, 33:8, 33:10,67:10, 67:16, 82:18

commander [11] -32:19, 35:6, 35:12,40:8, 41:8, 67:15,115:12, 116:1,116:17, 177:9

commencing [1] -1:9

comments [2] -25:16, 48:4

Commission [1] -4:16

committee [15] -32:17, 32:24, 33:4,35:5, 35:11, 43:13,61:21, 62:4, 64:16,124:20, 162:24,163:20, 164:8,164:12, 166:14

committee's [1] -32:18

common [1] - 72:15COMMONWEALTH

[1] - 1:2communicate [1] -

67:7communicated [7] -

88:1, 88:4, 88:13,92:3, 105:2, 130:19,130:20

communication [25]

- 18:14, 23:12, 33:11,39:19, 42:6, 42:19,58:20, 58:24, 61:3,78:18, 81:18, 81:20,82:4, 89:19, 89:21,92:2, 101:15, 101:18,107:24, 108:2,115:11, 115:18,115:23, 116:5, 179:15

Communications [1]

- 103:11communications

[18] - 13:3, 18:12,32:3, 42:13, 42:24,63:11, 69:13, 81:4,81:15, 85:3, 91:22,93:17, 93:21, 96:2,99:7, 100:12, 105:3,107:7

communities [10] -22:6, 81:23, 82:2,84:6, 85:6, 89:23,90:8, 94:11, 109:14,109:21

community [5] -23:14, 67:8, 72:18,91:3, 92:17

community's [1] -82:18

COMP [1] - 74:16companies [13] -

5:6, 57:17, 65:21,123:18, 124:3,136:12, 145:2, 145:3,145:19, 151:20,184:7, 186:21, 188:24

companies' [2] -53:24, 146:13

company [65] - 4:9,5:20, 7:15, 8:8, 9:11,10:14, 10:20, 11:3,11:16, 11:23, 12:2,12:10, 21:22, 22:14,24:6, 24:16, 40:1,40:19, 53:7, 53:13,53:20, 54:2, 54:5,56:7, 56:11, 60:10,77:6, 79:17, 90:13,94:22, 95:6, 99:4,102:18, 103:18,106:7, 118:16, 119:3,119:16, 125:12,125:17, 126:16,126:20, 126:24,127:1, 127:6, 136:8,142:3, 143:4, 150:20,153:21, 156:24,157:8, 157:10,157:16, 159:6,160:10, 174:1, 180:7,180:13, 180:23,190:10, 193:18,193:20, 194:12,194:18

Company [9] - 2:5,2:9, 2:19, 4:8, 5:22,8:5, 8:6, 8:11, 15:16

COMPANY [1] - 1:10

10

company's [24] -8:18, 9:5, 10:24, 11:2,15:12, 17:7, 18:12,19:12, 21:16, 21:18,37:14, 39:15, 39:21,41:24, 44:8, 48:8,80:6, 103:18, 121:4,138:5, 182:19,184:24, 190:8

compare [1] - 184:7comparing [2] -

54:21, 156:12compensation [15] -

120:24, 121:13,121:19, 122:2, 122:6,122:8, 122:12,122:13, 122:16,123:11, 123:14,124:16, 124:20, 138:6

competitively [1] -11:8

compilation [1] -124:10

complaints [2] -130:5, 130:6

complete [17] -31:11, 45:23, 61:22,63:2, 64:12, 64:24,69:10, 71:12, 75:9,98:15, 106:2, 110:2,115:10, 117:8,156:15, 179:19,192:22

completed [14] -45:20, 46:1, 62:18,64:4, 65:2, 65:10,65:14, 69:23, 103:20,104:5, 119:16, 151:2,179:23, 193:12

completely [2] -32:20, 156:11

completion [5] -64:17, 74:18, 77:3,77:24, 178:16

compliance [4] -13:23, 24:1, 180:9,187:20

comply [1] - 66:24component [7] -

33:5, 33:17, 66:15,76:22, 144:16, 186:4,189:14

components [5] -124:4, 124:5, 185:7,185:23, 186:11

comprehensive [2] -33:14, 79:10


compromised [3] -87:18, 88:7, 88:21

concept [1] - 181:19concerning [6] - 1:9,

48:2, 96:2, 104:12,113:18, 113:21

concerns [10] -92:23, 93:12, 93:15,93:18, 93:19, 93:23,104:13, 120:23,125:14, 126:14

concert [1] - 63:13conclude [1] - 72:23concluded [1] -

164:10concluding [1] -

107:2conclusion [1] -

60:10Concord [3] - 13:15,

43:21, 119:20concurrently [2] -

169:24, 170:12condition [3] -

102:14, 102:20, 113:6conduct [3] - 24:22,

149:11, 172:18conducted [1] - 4:11conductor [8] -

154:7, 154:10,154:21, 156:11,156:14, 156:16,156:17, 156:21

conductors [1] -153:12

conduit [1] - 90:12confer [3] - 66:4,

109:7, 166:8conference [7] -

5:15, 5:18, 6:16, 37:4,114:19, 115:8, 171:6

conferences [2] -42:10, 82:9

conferred [1] - 66:3confidential [6] -

10:19, 10:23, 11:8,11:11, 11:14, 11:17

confirm [2] - 121:6,123:10

confronted [1] -42:16

confusion [3] - 85:3,110:5, 111:4

Congress [1] - 1:23conjunction [1] -

50:19connection [1] -

57:24conscious [2] -

151:11, 193:10consider [1] - 165:17consideration [2] -

127:4, 136:16considered [5] -

102:19, 103:12,140:1, 140:2, 158:9

considering [3] -131:23, 132:1, 132:2

Considering [1] -181:13

Consistent [1] -11:12

consistent [3] -84:18, 84:20, 85:1

consistently [2] -86:3, 132:24

constant [1] - 147:16construct [1] - 132:6construction [2] -

19:10, 46:16consumers [4] - 3:4,

3:9, 53:15, 96:2consumption [2] -

58:14, 60:8contact [26] - 82:6,

87:5, 96:9, 97:1,97:18, 97:22, 97:23,98:3, 98:7, 98:11,98:12, 101:23, 102:4,102:5, 131:3, 142:7,144:22, 145:13,162:6, 162:7, 166:24,167:2, 174:24,175:16, 175:17

contacted [4] -96:19, 97:15, 97:24,119:7

contacting [4] - 87:4,92:4, 102:24, 103:1

contacts [4] - 90:2,91:21, 91:24, 187:3

contain [3] - 11:1,11:7, 109:20

contained [4] - 37:7,90:23, 105:7, 109:12

contains [3] - 34:21,114:7, 144:21

contention [1] -55:10

context [4] - 9:14,85:6, 95:1, 118:14

continually [1] -147:15

continue [9] - 21:22,

23:17, 59:14, 63:24,105:18, 105:23,192:11, 195:15,195:19

continued [1] -105:14

continues [1] - 106:7continuing [6] -

38:18, 80:5, 120:15,144:4, 144:7, 182:18

continuity [3] -47:14, 85:5, 187:19

continuous [2] -146:23, 147:13

continuously [1] -87:8

contracted [2] -104:3, 118:17

contracting [1] -118:2

contractor [1] -166:20

contractors [9] -93:13, 142:4, 145:6,172:4, 179:10,179:12, 188:16,189:8, 189:9

contracts [2] - 23:1,23:3

contribute [1] -161:12

contributed [1] -161:4

control [7] - 151:7,151:8, 154:9, 159:24,160:1, 160:5

convene [1] - 35:4conversation [3] -

67:14, 125:7, 167:22conversations [4] -

92:1, 107:17, 124:19,142:24

convey [1] - 112:2conveyed [1] - 43:6coordination [4] -

36:17, 37:11, 52:17,100:8

coordinator [3] -85:16, 88:5, 171:17

coordinators [5] -36:20, 36:21, 37:5,85:21, 90:1

corporate [2] -35:23, 85:23

corporation [1] -34:10

Corporation [1] - 2:7

Correct [18] - 38:20,44:14, 46:4, 62:12,66:10, 68:24, 70:4,71:3, 114:9, 118:6,119:9, 125:19,129:15, 135:7,135:10, 138:14,155:19, 190:16

correct [127] - 7:16,7:17, 8:20, 14:4,15:14, 30:23, 49:17,50:11, 50:12, 50:15,50:20, 54:16, 55:18,62:15, 62:18, 74:11,82:22, 83:8, 86:14,86:15, 96:11, 96:12,97:19, 98:4, 98:5,102:16, 102:17,104:15, 104:16,106:9, 107:2, 107:5,108:9, 109:2, 109:6,109:16, 112:22,113:2, 114:21,114:22, 115:14,118:5, 121:1, 125:18,127:16, 127:21,127:22, 129:19,129:20, 133:6, 133:7,133:10, 133:11,133:15, 134:2, 134:4,134:14, 134:16,139:15, 139:16,144:6, 146:11,146:12, 150:2, 150:3,150:8, 150:9, 150:11,150:12, 150:14,150:15, 152:2, 152:3,152:4, 152:15,152:16, 152:18,152:19, 152:21,152:22, 153:1, 153:2,154:16, 155:3,155:12, 155:22,155:23, 156:2, 156:3,158:14, 159:2,159:16, 160:13,160:14, 162:12,162:13, 162:16,162:19, 163:4, 163:5,163:9, 163:21, 164:5,164:6, 164:8, 164:9,165:1, 166:12,166:13, 168:14,168:15, 169:17,172:19, 172:20,172:22, 172:23,173:4, 173:5, 173:9,173:10, 173:13,

11

173:15, 173:18,173:19, 176:1,186:17, 190:15

corrections [4] -16:13, 17:19, 18:19,19:19

correspondence [1]

- 126:5corresponding [1] -

143:5cost [23] - 52:6, 52:8,

52:10, 52:14, 53:4,53:8, 53:11, 53:17,54:3, 123:17, 140:13,142:10, 143:17,148:7, 148:9, 148:21,150:7, 150:11,150:14, 158:7,158:11, 187:23

cost-effective [1] -187:23

cost-saving [1] -52:10

cost-to-date [1] -148:7

costs [4] - 53:24,54:3, 123:17, 150:2

Could [48] - 15:4,15:18, 18:8, 19:7,34:15, 35:2, 35:18,39:1, 49:22, 51:16,52:3, 53:16, 57:23,66:2, 66:12, 70:20,74:14, 76:11, 79:14,82:15, 85:18, 86:7,86:22, 90:20, 98:17,100:1, 100:14,102:10, 104:6,104:17, 108:11,109:6, 113:11, 114:4,114:23, 117:22,126:11, 127:13,128:3, 138:1, 138:9,138:20, 139:6,139:17, 144:16,156:7, 159:23, 172:9

could [78] - 17:2,20:6, 21:12, 28:10,28:14, 35:19, 36:9,41:9, 43:16, 48:6,48:7, 51:17, 53:10,57:21, 59:4, 60:19,61:5, 61:6, 70:7,72:11, 72:19, 72:20,75:13, 79:1, 85:4,86:13, 87:15, 92:24,93:14, 94:8, 96:3,96:20, 99:1, 99:3,


100:3, 101:19, 102:2,104:9, 104:14,111:17, 111:20,120:1, 120:20,122:18, 123:7, 130:6,130:9, 130:14,130:15, 131:21,132:6, 132:15,132:20, 132:23,133:1, 135:8, 139:10,142:6, 142:7, 143:22,145:9, 146:5, 153:6,155:1, 158:3, 158:8,159:9, 163:10, 169:2,169:3, 170:12, 178:5,180:6, 180:24, 191:3,193:20

couldn't [3] - 86:18,97:6, 101:23

Council [1] - 6:18Counsel [2] - 8:24,

25:10counsel [8] - 5:19,

6:2, 6:20, 6:23, 7:4,24:24, 25:4, 25:23

counting [2] -127:24, 128:6

couple [2] - 143:12,145:12

course [10] - 42:11,81:16, 84:4, 90:3,91:14, 95:6, 95:23,137:24, 173:7, 192:18

court [1] - 100:4covered [1] - 26:8create [3] - 54:3,

71:24, 119:22created [1] - 110:15crew [7] - 19:14,

36:22, 140:8, 140:9,140:12

crews [58] - 23:1,30:1, 30:2, 30:3, 37:6,52:24, 91:8, 92:6,92:20, 94:6, 94:12,139:14, 139:24,140:10, 140:11,145:14, 174:24,181:19, 188:22,189:2, 189:3, 189:7,189:12, 189:13,190:19, 192:2, 192:3,192:4, 192:15,192:22, 193:3, 193:4,193:7, 193:8, 193:10,193:11, 193:13,193:15, 193:16,193:20, 193:22,

193:23, 194:2, 194:4,194:5, 194:7, 194:9,194:12, 194:14,194:16, 194:17,194:18, 194:23

crisis [18] - 23:7,32:11, 32:12, 32:14,32:15, 32:17, 32:24,34:7, 35:5, 35:11,61:20, 62:3, 62:4,64:14, 64:16, 111:13

criteria [7] - 122:5,123:10, 123:12,128:14, 139:13,140:6, 149:16

critical [7] - 96:9,96:13, 98:8, 98:17,98:19, 101:23, 177:19

critical-care [4] -98:8, 98:17, 98:19,101:23

cross [13] - 24:20,24:22, 25:2, 80:5,120:16, 144:4, 144:7,182:18, 195:14,195:19, 195:20,195:21, 195:22

CROSS [2] - 26:1,144:13

cross-examination[8] - 24:22, 25:2, 80:5,120:16, 144:4, 144:7,182:18, 195:19

CROSS-EXAMINATION [2] -26:1, 144:13

CRR [2] - 1:22,196:17

CSR [2] - 118:4,120:6

CSRs [3] - 89:10,89:12, 114:20

culmination [3] -69:3, 69:18, 70:15

current [4] - 104:4,118:3, 139:7, 151:22

currently [5] - 38:3,40:4, 56:7, 126:20,157:1

customer [38] - 13:2,13:14, 20:9, 39:18,43:20, 44:4, 44:10,56:21, 56:23, 87:20,92:20, 92:21, 96:18,99:3, 99:18, 100:11,103:22, 107:12,107:16, 107:22,

111:10, 111:17,112:2, 114:13, 116:6,123:17, 123:21,123:22, 126:8,127:10, 128:2, 128:8,129:8, 129:11,130:22, 132:5,132:11, 133:5

customer's [1] -98:21

customer-empowerment [1] -56:23

customer-satisfaction [1] -123:22

customer-service[10] - 20:9, 43:20,44:4, 44:10, 107:12,107:16, 107:22,111:10, 116:6, 130:22

Customers [1] -92:15

customers [75] -22:5, 22:10, 22:18,54:7, 57:15, 58:10,60:9, 68:11, 68:14,68:19, 69:8, 87:19,90:5, 91:12, 96:10,96:14, 96:17, 97:1,97:14, 98:3, 98:8,99:2, 99:12, 99:14,99:17, 99:24, 101:11,101:23, 102:15,102:21, 103:1,103:15, 103:17,104:2, 104:13,104:19, 107:8,107:13, 108:1, 108:2,110:3, 111:2, 111:5,111:19, 111:20,111:24, 112:22,113:1, 113:5, 113:9,113:13, 114:8, 117:9,118:14, 118:18,125:17, 126:4,126:24, 129:21,130:7, 130:9, 130:17,130:19, 130:21,130:24, 131:1, 131:7,131:10, 137:7, 138:5,138:6, 138:10, 139:2,143:4, 191:17

customers' [1] -143:6

cut [5] - 77:5, 77:7,154:14, 155:3, 156:15

cutback [2] - 150:16,

150:19cycle [19] - 59:8,

59:16, 59:23, 59:24,60:5, 60:8, 128:17,128:19, 155:10,155:11, 155:17,155:20, 155:21,155:24, 156:1,157:17, 159:24,162:11, 162:14

cycles [2] - 59:20,157:21

DD [2] - 4:2, 197:1D.C [1] - 142:19daily [5] - 59:22,

59:24, 60:4, 128:2,128:8

Daily [1] - 59:23damage [33] - 22:2,

23:4, 30:2, 32:2,63:12, 71:12, 71:18,77:18, 78:16, 92:17,110:17, 110:21,116:24, 117:1, 117:3,117:4, 117:15,138:11, 139:2, 162:1,171:8, 173:23,178:13, 179:12,181:17, 190:20,192:14, 192:20,192:24, 194:21,195:1, 195:2, 195:10

damage-assessment [3] - 30:2,32:2, 71:18

damaged [1] - 93:10damages [1] - 117:2Daniel [2] - 1:16,

4:22data [30] - 34:20,

41:1, 42:14, 55:19,57:17, 58:10, 58:17,59:18, 59:21, 87:17,90:19, 90:24, 121:16,122:17, 122:19,122:22, 123:24,125:16, 126:14,132:5, 132:9, 133:4,138:4, 138:13,141:19, 146:8,148:13, 148:15,161:1, 194:14

database [3] - 65:20,144:20, 144:21

date [17] - 11:15,

12

65:10, 74:16, 74:22,77:3, 97:11, 148:7,148:9, 148:21, 164:4,164:7, 164:14, 165:7,165:23, 166:1, 175:4,191:22

dated [8] - 15:19,34:21, 48:8, 158:19,163:8, 163:13,163:19, 164:24

dates [7] - 29:7,36:7, 36:12, 74:18,79:17, 83:21, 106:23

day [25] - 35:14,35:15, 60:4, 103:2,104:17, 128:15,128:16, 128:20,128:23, 129:6, 129:8,133:9, 133:13,134:21, 134:23,135:2, 135:16, 136:9,136:11, 146:24,147:10, 163:20,171:3, 196:1

day's [1] - 148:3days [31] - 35:13,

84:4, 105:11, 105:14,105:18, 105:23,107:4, 107:24, 108:1,112:9, 127:24, 128:7,128:16, 129:4, 129:9,129:11, 130:8,130:11, 131:13,132:10, 134:23,140:8, 140:9, 140:10,140:11, 140:12,140:18, 140:19, 194:4

days' [3] - 148:4,148:5, 169:1

dead [5] - 93:5, 93:7,93:11, 160:3, 160:4

dead-tree [2] - 160:3,160:4

deadwood [1] -152:24

deal [2] - 110:10,170:24

dealing [2] - 42:1,89:23

deals [1] - 61:19death [1] - 99:1December [56] - 4:9,

21:18, 29:7, 29:8,35:22, 35:23, 36:4,36:8, 36:12, 36:13,37:20, 37:23, 44:13,56:16, 60:12, 81:1,83:2, 87:3, 96:11,


104:18, 105:4, 105:8,105:11, 105:13,105:15, 105:20,105:24, 106:9,106:12, 106:20,107:1, 107:6, 107:7,108:5, 109:4, 112:6,112:7, 112:8, 112:24,113:2, 125:17,133:12, 133:13,134:16, 148:10,148:21, 170:2, 170:6,173:21, 192:23,194:20

decentralization [1]

- 38:6decentralized [1] -

38:9decide [2] - 86:10,

149:11decided [1] - 127:19decision [13] - 50:8,

51:6, 51:7, 51:8, 51:9,88:8, 98:12, 98:13,101:11, 102:4, 102:8,136:21, 193:10

decisions [4] - 50:4,51:5, 101:7, 166:15

deck [1] - 171:24declared [1] - 169:22declining [1] -

150:19dedicated [7] -

85:11, 86:13, 87:6,87:7, 87:17, 88:2,88:6

deemed [1] - 157:23deenergized [1] -

93:8deficient [2] - 183:8,

183:11define [7] - 65:6,

70:20, 82:15, 98:20,113:11, 159:20,159:23

defined [3] - 23:11,70:15, 122:6

definitely [4] - 80:19,185:18, 185:24, 195:9

Definitely [1] - 31:2definitive [1] - 68:22degree [1] - 47:22degrees [1] - 28:19delay [3] - 53:13,

106:6, 161:9deliberate [3] -

98:12, 102:4, 102:8

delineates [1] -153:15

delivery [1] - 19:10demobilization [1] -

186:8DEPARTMENT [1] -

1:3Department [17] -

1:7, 4:5, 5:3, 5:7,5:14, 7:2, 7:11, 7:24,9:4, 9:9, 9:16, 11:5,11:6, 24:8, 66:22,126:7, 165:15

Department's [1] -11:13

dependent [1] - 70:3Depending [1] -

147:20depending [2] -

71:19, 154:24depends [8] - 35:7,

70:10, 71:10, 72:7,72:10, 147:21, 148:6,168:21

depiction [1] -115:23

deploy [2] - 119:20,170:23

deployment [1] -19:14

derived [3] - 153:18,154:18, 155:6

describe [22] - 18:8,20:6, 21:6, 28:10,28:15, 36:24, 37:12,57:23, 84:17, 96:16,96:20, 98:17, 104:17,114:23, 133:4, 138:9,139:1, 139:22,144:16, 188:2,190:17, 192:18

described [8] -42:13, 43:12, 48:2,55:4, 90:18, 153:22,181:22, 183:3

describes [2] -142:16, 192:19

describing [2] -41:23, 45:6

description [1] -156:8

design [1] - 72:24designed [3] -

113:10, 162:3, 170:21designees [1] -

85:17desperate [1] -

193:16detail [2] - 42:14,

122:18detailed [6] - 73:24,

77:11, 77:22, 91:15,146:9, 195:4

details [3] - 100:9,132:21, 147:22

detecting [1] - 56:14detection [4] - 50:7,

56:3, 57:4, 57:13determination [2] -

139:23, 192:14determine [11] -

64:22, 124:21,132:22, 135:21,136:4, 136:18,136:19, 137:20,149:16, 159:21,188:23

determined [3] -24:9, 61:1, 124:22

determines [1] -11:16

determining [2] -139:14, 156:20

devastating [1] -190:24

develop [6] - 32:5,41:2, 41:22, 96:24,102:3, 178:8

Develop [1] - 76:9developed [8] -

31:10, 31:16, 45:18,69:19, 69:21, 73:9,153:20, 181:2

developing [5] -51:12, 62:2, 77:22,132:4, 150:23

development [3] -45:16, 47:6, 47:11

developmental [1] -45:7

Dewey [3] - 2:2,5:23, 6:1

Did [12] - 36:6,36:11, 37:22, 54:23,92:4, 113:4, 113:13,136:3, 161:11,161:15, 180:10, 185:4

did [77] - 13:24, 14:5,14:6, 14:10, 14:13,14:15, 14:17, 14:18,29:10, 34:18, 36:14,37:19, 38:8, 39:9,39:11, 49:24, 50:5,50:9, 53:19, 56:13,

56:19, 56:20, 57:1,57:9, 58:9, 66:4, 69:4,69:6, 69:19, 72:17,72:18, 72:22, 81:22,81:24, 82:9, 83:11,86:16, 86:20, 86:24,87:18, 88:16, 91:22,92:9, 92:12, 97:18,97:22, 98:3, 98:6,98:9, 99:3, 99:6,102:7, 102:8, 106:11,107:7, 110:24,111:21, 113:8,113:15, 122:12,128:23, 143:12,143:19, 157:19,160:15, 171:2,180:11, 185:2,191:22, 192:23,193:1, 193:22,193:24, 194:11,195:3, 195:4, 195:10

didn't [14] - 59:17,69:11, 69:14, 84:2,94:2, 97:21, 101:12,101:22, 102:1, 129:5,130:17, 143:5, 171:1,191:14

difference [5] -111:6, 116:15, 122:1,122:3, 190:2

differences [1] -184:7

different [35] - 40:5,50:3, 54:13, 61:22,70:6, 70:8, 70:9, 71:8,72:5, 72:13, 72:14,72:16, 84:7, 84:10,84:12, 85:6, 90:6,90:23, 92:18, 94:11,95:2, 99:5, 110:21,122:5, 137:8, 141:18,142:20, 160:3,166:10, 166:11,177:16, 178:10,195:11

differentiate [1] -111:15

differently [2] -68:13, 182:24

differs [1] - 115:1difficult [3] - 22:17,

159:22, 194:3difficulties [3] -

22:10, 92:10, 132:4difficulty [1] - 161:10direct [19] - 12:3,

12:11, 14:1, 14:5,

13

14:10, 15:6, 16:18,25:12, 25:22, 42:21,48:3, 51:16, 53:14,54:7, 54:14, 55:22,90:2, 93:21, 195:22

DIRECT [1] - 12:14direction [11] -

16:10, 17:16, 18:16,19:17, 20:14, 26:11,56:24, 67:3, 67:21,67:23, 67:24

directions [1] - 90:7directly [10] - 19:12,

41:2, 42:4, 43:7,85:11, 85:14, 86:14,87:12, 100:21, 187:6

Director [3] - 1:14,1:16, 1:18

director [16] - 4:18,4:22, 4:24, 13:8,13:14, 13:22, 23:24,29:5, 29:20, 46:17,46:24, 47:9, 66:6,85:23, 180:8, 180:21

disapprove [1] -168:3

disaster [3] - 21:24,22:20, 23:6

discontinued [1] -87:22

discovered [1] -60:23

discovery [13] - 14:2,14:7, 14:12, 16:15,16:23, 17:20, 18:1,18:20, 19:4, 19:20,20:4, 20:18, 21:3

discuss [1] - 127:14discussed [1] -

34:10Discussion [6] -

59:11, 73:20, 123:4,161:7, 166:5, 192:9

discussion [5] -32:13, 34:23, 48:16,80:12, 115:1

discussions [1] -125:10

dispatched [2] -94:13

dispatcher [1] -146:24

dispatchers [1] -147:13

dispatching [1] -52:24

dissatisfaction [1] -


93:2disseminate [1] -

44:3distance [2] -

156:20, 194:7Distribution [1] -

152:10distribution [7] - 5:5,

46:22, 136:1, 150:1,150:4, 150:16, 157:6

diverse [1] - 184:12divided [1] - 134:22Division [8] - 1:15,

1:17, 1:19, 4:19, 4:20,4:21, 4:23, 5:1

divisions [4] - 36:18,37:5, 84:22, 177:24

Do [20] - 16:13,17:19, 18:19, 19:19,21:2, 34:4, 34:11,45:17, 64:3, 65:14,67:22, 69:21, 77:24,79:11, 99:14, 99:21,130:1, 149:2, 185:15,192:12

do [98] - 8:13, 16:16,16:22, 17:1, 18:4,18:7, 18:22, 19:3,19:6, 19:22, 20:3,20:5, 20:17, 21:5,25:17, 26:9, 30:11,31:1, 35:3, 38:15,40:2, 41:5, 43:9,44:20, 48:22, 51:8,52:14, 54:5, 61:2,63:11, 68:12, 68:13,71:15, 71:16, 77:8,78:2, 79:2, 79:13,79:22, 84:8, 89:6,91:3, 93:19, 93:20,107:14, 111:4,113:20, 117:3, 117:8,117:19, 121:5,124:21, 124:22,128:11, 129:21,131:7, 132:13, 137:6,137:15, 139:5,140:12, 143:2,146:19, 149:11,157:2, 157:7, 157:22,161:21, 165:7,165:11, 166:23,168:11, 169:2,169:11, 171:17,174:4, 174:6, 174:8,174:10, 175:19,179:2, 180:2, 180:3,181:23, 182:8,

185:19, 186:5, 187:2,189:15, 189:21,189:22, 190:5,192:20, 193:19,195:10, 196:11

DOC [2] - 83:3,164:20

docket [1] - 11:16docketed [2] - 8:7,

9:7dockets [2] - 8:9,

9:10DOCs [3] - 151:22,

151:24, 152:9document [14] -

15:5, 15:11, 15:18,61:24, 97:5, 165:14,165:22, 165:23,166:10, 166:15,166:16, 167:16,183:20, 187:1

document's [1] -165:23

documentation [1] -162:24

documents [9] -10:12, 11:7, 11:10,15:3, 19:20, 90:20,91:18, 91:20, 184:24

does [26] - 33:2,61:12, 66:12, 68:4,70:5, 70:13, 71:21,100:19, 110:1, 112:6,114:14, 116:24,126:24, 128:6, 128:8,128:10, 129:13,143:17, 145:5, 146:9,160:17, 160:18,161:22, 169:21,172:18, 195:18

Does [10] - 9:16,79:19, 80:6, 127:23,128:5, 141:15,146:17, 149:5,156:24, 169:20

doesn't [5] - 76:15,109:20, 129:10,143:1, 192:18

doing [7] - 4:8, 5:22,25:5, 33:23, 63:15,101:9, 178:1

dollars [3] - 76:16,77:1, 153:24

don't [25] - 52:12,60:3, 66:19, 69:10,69:12, 81:14, 84:5,89:4, 92:1, 92:2,

93:16, 107:11,114:16, 124:18,125:10, 128:22,130:14, 132:19,139:20, 145:22,148:14, 164:13,174:6, 175:6, 193:9

Don't [1] - 177:21Donald [2] - 1:21,

4:19done [24] - 66:7,

66:8, 75:7, 76:13,78:10, 78:20, 106:13,126:16, 131:4,132:15, 132:20,132:23, 151:14,161:13, 169:23,170:12, 176:11,182:23, 186:20,186:22, 188:3,191:20, 195:1

door [1] - 126:10double [2] - 137:1,

137:12doubled [1] - 118:21doubt [3] - 34:13,

80:21, 176:22down [24] - 54:1,

75:4, 81:17, 89:23,91:4, 93:4, 93:7,93:14, 94:24, 95:4,95:5, 95:10, 95:14,95:18, 99:7, 99:8,116:11, 137:13,149:3, 161:15,161:23, 189:18

dozen [1] - 95:5dozens [1] - 95:11DPU [12] - 1:4, 4:4,

8:7, 9:8, 19:11, 34:12,83:3, 83:4, 83:7, 83:8,122:24

DPU-FGE-4-11 [1] -123:8

DPW [1] - 94:5DPWs [1] - 93:22draft [1] - 14:11drafts [1] - 185:10drill [7] - 34:4, 34:7,

64:16, 176:11, 177:2,177:3, 178:6

drilling [2] - 177:18,178:3

drills [10] - 32:6,45:22, 46:2, 172:19,173:12, 173:14,176:10, 176:20,

176:23, 179:3driven [1] - 76:15dropped [1] - 109:15dry [1] - 26:15DTE [5] - 9:7, 161:2DTE/DPU [1] - 9:8DTN/Meteorlogix [1]

- 147:5Dube [1] - 85:20due [6] - 8:18, 10:6,

106:6, 127:18,129:17, 134:3

duration [5] - 41:18,43:19, 64:7, 78:6,160:19

During [5] - 39:4,53:23, 60:13, 60:23,101:1

during [74] - 28:23,29:1, 29:11, 29:18,30:16, 35:19, 37:1,37:22, 38:7, 38:9,38:11, 39:2, 39:12,40:6, 40:11, 40:20,41:10, 41:13, 41:19,41:23, 42:11, 42:24,43:3, 43:17, 43:22,43:24, 44:11, 44:12,52:20, 53:15, 54:8,57:8, 57:11, 58:20,60:11, 68:16, 72:24,73:9, 81:1, 81:23,82:4, 84:18, 90:3,90:10, 91:14, 91:24,95:23, 97:4, 98:10,98:13, 98:22, 102:15,102:21, 103:3,103:19, 107:6, 110:6,126:18, 127:4,128:18, 128:20,135:2, 135:9, 136:10,137:2, 137:4, 137:6,138:7, 161:16,161:19, 165:19, 175:6

duties [6] - 37:2,37:3, 97:3, 169:16,171:11, 171:12

EE [3] - 4:2, 197:1Each [1] - 97:23each [40] - 12:11,

23:15, 28:23, 55:10,60:5, 62:13, 63:13,64:10, 74:1, 74:19,75:14, 75:23, 76:11,76:22, 77:9, 77:11,

14

79:3, 81:10, 81:11,83:12, 83:22, 84:1,84:18, 86:16, 86:20,86:24, 89:22, 94:23,95:7, 95:13, 96:9,96:18, 97:5, 103:2,119:14, 123:23,124:6, 124:12,135:18, 175:14

Earlier [2] - 168:18,178:20

earlier [9] - 35:11,64:20, 78:20, 118:16,179:6, 184:16, 189:9,189:20, 190:12

early [11] - 73:3,73:4, 73:6, 82:10,101:1, 101:14,116:22, 117:15,141:21, 178:24,181:19

earnings [1] - 123:15easier [1] - 62:8economic [1] -

139:22economist [6] -

26:21, 27:6, 27:7,27:14, 27:22, 28:6


Edison [5] - 123:24,141:15, 141:17,141:20, 142:10

Edwin [3] - 3:6, 7:3,7:8

EEI [14] - 141:19,142:1, 142:2, 142:8,142:11, 142:14,142:15, 142:16,142:17, 142:24,143:10, 143:12,144:15, 145:20

effect [8] - 35:9,117:11, 153:12,155:15, 158:13,158:15, 159:8, 162:15

effective [8] - 80:16,85:4, 116:21, 127:9,154:9, 173:17, 186:6,187:23

effectively [1] -126:22

effort [21] - 22:15,29:2, 29:19, 35:20,36:7, 36:22, 37:1,38:16, 39:3, 39:10,39:13, 41:11, 41:20,


43:23, 44:21, 110:6,110:20, 112:1,117:17, 142:17,151:11

efforts [12] - 18:12,29:24, 36:12, 41:6,41:24, 43:10, 43:18,44:1, 105:18, 105:22,113:22, 194:12

eight [6] - 130:7,130:11, 152:2,155:11, 155:13,155:15

eight-year [1] - 152:2either [10] - 18:20,

19:20, 82:1, 122:10,130:10, 140:13,147:2, 151:12,168:12, 168:16

either/or [1] - 51:7elected [1] - 90:10ELECTRIC [1] - 1:10electric [13] - 5:5,

13:8, 19:10, 67:19,124:1, 125:5, 136:12,149:17, 164:19,166:18, 167:6, 167:9,167:13

Electric [32] - 1:14,1:17, 2:5, 2:9, 2:19,4:8, 4:19, 4:20, 4:21,4:23, 5:22, 7:6, 8:5,8:11, 15:16, 108:19,112:23, 121:1,123:24, 141:15,141:17, 141:20,142:10, 148:24,183:8, 185:2, 185:20,190:19, 193:3, 193:7,194:21

Electric's [5] - 81:12,183:15, 184:9,190:13, 191:23

electrical [6] - 28:12,28:16, 28:19, 28:21,47:22, 70:10

electricity [3] -98:22, 98:24, 99:7

elements [2] - 79:8,181:17

eliminate [1] - 162:5else [1] - 73:12elsewhere [3] -

53:12, 119:19, 141:11email [2] - 104:12,

114:7emails [4] - 105:3,

107:14, 107:15,107:20

embed [2] - 92:9,101:12

embedding [1] -100:20

emerge [2] - 24:10,24:13

emergency [73] -13:22, 19:13, 22:8,22:22, 23:8, 23:14,23:15, 23:23, 23:24,24:4, 24:14, 29:5,31:4, 31:5, 31:18,33:16, 36:17, 37:8,38:16, 39:17, 39:21,39:23, 41:6, 42:9,42:22, 43:10, 44:21,44:24, 46:18, 46:23,47:2, 47:10, 47:13,47:19, 64:19, 65:1,66:16, 67:8, 69:20,69:22, 77:17, 80:15,81:11, 87:3, 87:21,89:8, 89:22, 89:24,90:22, 93:3, 100:9,100:16, 116:10,124:15, 141:14,146:14, 164:20,166:19, 166:24,167:2, 167:7, 167:11,169:15, 169:21,172:19, 173:7, 173:8,176:7, 176:20, 180:8,180:21, 181:13,187:13

Emergency [2] -82:17, 85:10

emergency-management [1] -176:7

emergency-planning [1] - 22:22

employed [2] - 29:9,46:11

employee [4] - 94:5,122:14, 190:14

employees [6] -22:13, 24:5, 24:15,33:19, 42:12, 46:20

empowerment [1] -56:23

encountered [1] -190:21

end [28] - 4:22,23:21, 63:9, 65:2,65:11, 69:5, 69:10,

75:9, 86:6, 110:19,112:4, 117:17, 120:4,121:9, 122:5, 122:10,124:7, 140:11,151:22, 152:1,159:14, 162:18,186:4, 195:18

end-to-end [3] -63:9, 69:10, 186:4

energized [2] - 95:8,95:23

energizing [1] -95:17

Energy [1] - 36:2energy [5] - 19:10,

56:24, 58:10, 85:24,117:1

energy-delivery [1] -19:10

energy-usage [1] -58:10

engage [1] - 146:17engaged [4] - 32:14,

101:2, 101:5, 101:8engineer [10] -

26:19, 27:4, 27:12,27:20, 28:4, 28:11,28:12, 28:15, 28:16,28:21

engineering [8] -28:20, 28:21, 47:22,66:6, 85:22, 85:24,86:1, 157:19

England [8] - 46:15,49:10, 140:24, 141:4,141:9, 169:9, 171:6,171:7

enhance [2] - 80:20,185:24

enhancements [3] -52:15, 52:16, 68:11

enormity [1] - 168:11enough [2] - 103:8,

180:3ensure [6] - 78:14,

97:10, 177:4, 178:1,188:3, 189:17

ensuring [2] -115:13, 179:22

entails [2] - 144:17,144:18

entertain [1] - 7:19entire [4] - 9:17,

9:19, 43:19, 189:24entirely [3] - 90:17,

109:17, 109:19entitled [1] - 15:11

entries [1] - 107:1entry [1] - 105:8environmental [1] -

187:19EOC [16] - 81:15,

82:7, 82:10, 82:13,82:16, 82:20, 84:2,84:9, 84:10, 84:11,84:14, 85:12, 86:3,86:4, 86:6

EOCs [4] - 83:24,92:24, 100:20, 101:12

Epler [2] - 2:6, 6:[email protected] [1]

- 2:9equity [1] - 123:16ER [1] - 176:20ERP [46] - 31:21,

32:7, 34:4, 37:14,37:16, 37:17, 37:22,38:1, 38:2, 38:3, 38:4,38:18, 39:21, 40:2,40:4, 42:15, 44:8,44:10, 44:24, 146:14,162:24, 163:6, 164:1,164:7, 164:16,164:24, 166:9,169:15, 171:12,171:14, 172:21,173:2, 173:12,173:14, 173:16,174:3, 174:7, 174:11,174:14, 175:21,178:20, 181:7,181:15, 188:4, 188:8

ERP's [1] - 175:22ERPs [3] - 34:1,

47:15, 177:18error [1] - 109:10escalate [1] - 177:10escalated [1] - 44:5especially [2] -

117:7, 161:21Esq [10] - 2:2, 2:3,

2:6, 2:11, 2:11, 2:12,2:17, 2:21, 3:1, 3:6

essence [1] - 130:16Essentially [2] -

37:11, 118:10essentially [5] -

57:13, 106:2, 137:1,140:13, 142:3

establish [2] - 38:8,66:13

established [11] -23:11, 23:24, 38:6,64:14, 64:15, 67:11,

15

73:5, 81:15, 81:19,88:17, 180:22

establishing [2] -22:24, 23:3

estimate [11] - 65:24,75:2, 109:3, 109:13,110:23, 126:3,126:24, 145:16,148:8, 149:2, 178:16

estimated [32] - 65:1,69:6, 74:18, 92:7,95:11, 104:19,105:17, 105:21,106:18, 106:23,109:20, 112:10,113:18, 113:22,116:16, 125:14,125:17, 125:21,126:15, 127:11,127:15, 127:20,130:8, 130:15,130:18, 131:2,131:17, 132:12,179:14, 191:16,192:21

estimates [2] -107:3, 126:4

estimating [4] -126:6, 126:21, 127:8,181:20

estimation [3] -107:10, 126:17,128:10

et [9] - 55:11, 140:17,151:5, 151:8, 153:11,170:19, 172:2

evaluated [4] -49:15, 49:19, 118:2,122:4

evaluating [1] -127:2

EVANS [1] - 14:22Evans [2] - 1:13,

4:17Even [1] - 180:19even [10] - 53:15,

78:22, 101:3, 111:21,134:20, 137:10,137:11, 137:23,179:18, 180:20

evenly [2] - 135:2,135:6

event [114] - 22:5,22:19, 23:2, 23:6,28:23, 29:11, 33:22,34:8, 35:4, 35:8,35:10, 35:13, 35:17,


38:12, 40:7, 42:11,42:17, 43:1, 43:4,43:15, 44:11, 52:21,52:23, 53:1, 60:14,67:15, 70:3, 70:7,70:9, 70:10, 70:11,71:6, 71:7, 71:19,72:4, 72:9, 72:11,73:1, 73:4, 73:6,78:23, 80:17, 81:24,84:5, 84:19, 87:24,88:10, 90:4, 90:10,90:15, 91:14, 91:24,97:4, 98:14, 99:12,99:18, 99:23, 102:16,103:2, 103:3, 103:19,105:9, 111:23, 112:5,116:22, 120:7,126:19, 127:5, 127:7,132:6, 132:7, 137:4,137:10, 140:4,147:19, 147:20,147:21, 147:23,148:6, 149:14,149:15, 169:6,169:10, 170:24,171:4, 172:5, 173:18,173:21, 174:5, 174:9,174:10, 174:15,177:10, 177:12,178:13, 178:19,180:17, 181:1, 182:3,182:5, 182:6, 183:18,184:13, 188:21,188:22, 189:11,190:5, 191:4, 193:19,194:4

events [18] - 47:3,47:14, 70:7, 72:13,80:16, 96:23, 98:16,102:21, 161:19,162:4, 173:9, 177:11,178:10, 180:17,182:2, 184:15,184:21, 185:9

eventually [1] - 71:4ever [1] - 22:2every [7] - 60:4,

95:14, 97:5, 97:8,112:2, 122:13, 122:14

everybody [2] -79:24, 101:4

everything [5] -93:10, 116:22,185:20, 186:6, 189:22

everywhere [2] -95:10, 95:15

evidence [1] - 8:3

evidentiary [4] - 4:4,7:11, 11:22, 196:2

EVIDENTIARY [1] -1:6

evolution [1] - 51:10exactly [5] - 38:24,

56:18, 92:2, 191:9,191:15

examination [12] -12:3, 12:11, 16:18,24:21, 24:22, 25:2,80:5, 120:16, 144:4,144:7, 182:18, 195:19

EXAMINATION [3] -12:14, 26:1, 144:13

EXAMINATIONS [1]

- 197:3example [17] - 42:6,

92:8, 93:22, 98:23,99:23, 100:9, 130:11,132:7, 140:3, 140:7,165:6, 168:23, 174:4,188:2, 188:6, 188:11,188:12

exceed [1] - 103:23exceeded [1] - 104:1except [2] - 157:2,

157:12exception [1] - 106:4excess [1] - 118:19exclusive [1] - 63:6exclusively [2] -

39:8, 101:2executive [2] - 33:4,

75:17Executive [1] - 75:15executives [1] -

120:24exercise [1] - 178:7exercises [2] -

176:12, 177:3Exhibit [48] - 15:4,

15:10, 15:17, 15:24,20:13, 20:23, 48:9,49:14, 50:16, 51:17,54:19, 54:20, 54:21,55:23, 57:21, 61:6,66:11, 68:4, 68:21,73:14, 74:10, 74:15,82:24, 86:7, 96:3,97:16, 101:20,102:10, 102:13,104:6, 106:21, 108:4,108:12, 108:21,112:19, 114:4,114:18, 114:24,120:21, 126:11,

133:1, 138:24,139:11, 140:20,142:9, 158:19, 181:11

exhibit [2] - 7:13,75:12

Exhibits [4] - 16:9,17:15, 18:15, 19:15

exhibits [2] - 7:20,17:20

exist [3] - 31:24,163:4, 180:10

existed [1] - 180:13existing [4] - 31:24,

152:2, 152:17, 153:4Existing [2] - 153:8,

153:9exists [4] - 80:15,

80:22, 115:2, 146:15expand [2] - 23:5,

53:16expanded [1] - 22:23expansive [1] -

144:24expect [7] - 23:20,

34:11, 64:3, 77:24,104:14, 133:14, 135:8

expected [3] - 106:2,106:12, 106:15

expecting [1] -135:17

expeditious [1] -194:8

expense [1] - 150:17expenses [1] - 56:12expensive [4] -

76:24, 157:24, 158:4,158:8

experience [25] -24:3, 30:16, 30:20,30:21, 38:11, 40:6,44:16, 46:12, 47:24,78:8, 78:13, 110:20,149:15, 153:20,158:6, 174:4, 174:9,174:13, 181:13,181:23, 184:6,184:23, 185:8,186:19, 194:19

experienced [6] -22:1, 87:10, 110:11,129:12, 160:12,161:19

experiences [2] -38:19, 173:21

experiencing [1] -84:22

expire [2] - 141:23,

143:3explain [3] - 111:8,

111:12, 178:5explained [2] - 76:6,

129:14explore [1] - 102:5extend [1] - 11:17extended [1] - 98:24extension [3] -

11:18, 87:23, 119:21extensive [1] -

110:21extensively [1] -

60:20extent [3] - 9:12,

92:17, 110:16external [1] - 101:4extraordinary [1] -

160:12extreme [1] - 137:3eye [3] - 50:6, 56:22,

57:2

FF [2] - 68:22, 70:23faced [1] - 22:19facilitate [1] - 56:8facilities [2] -

142:23, 143:2facing [1] - 142:21fact [11] - 14:18,

34:8, 84:23, 118:20,131:16, 153:7, 176:4,190:3, 192:19,194:16, 195:3

factor [4] - 124:22,124:23, 132:11,135:20

factors [5] - 136:17,139:23, 150:22,151:5, 151:9

fail [1] - 160:15failed [3] - 160:11,

160:16, 161:12failure [2] - 58:24,

160:22failures [2] - 58:16,

58:21fair [1] - 93:6fairly [1] - 61:1fall [1] - 178:24familiar [11] - 38:23,

44:23, 45:1, 45:14,46:20, 49:7, 66:19,103:8, 125:9, 156:4,177:20

16

fan [2] - 14:22, 14:24far [8] - 4:21, 10:15,

65:18, 71:17, 77:13,116:21, 187:14,191:20

Farmer [1] - 1:23fashion [1] - 95:18fastest [1] - 140:7fax [7] - 2:4, 2:8,

2:15, 2:18, 2:22, 3:3,3:8

February [12] - 5:13,5:14, 15:13, 108:20,158:13, 158:16,159:8, 159:13,162:15, 163:8,163:13, 173:3

fed [1] - 189:18Federal [1] - 66:22fee [3] - 11:1, 142:5,

144:19feed [2] - 71:4, 104:1feeder [1] - 117:8feeding [1] - 101:1feel [11] - 25:17,

26:10, 31:17, 48:5,78:13, 119:2, 119:4,137:21, 143:5,164:22, 174:11

feeling [1] - 130:17feet [15] - 152:24,

153:23, 154:2,154:15, 154:20,154:21, 155:1, 155:3,155:8

felt [1] - 126:9few [7] - 7:22, 26:6,

81:5, 135:8, 148:2,157:16, 182:11

FG&E [1] - 194:11FG&E's [2] - 139:13,

140:6FGE [6] - 108:15,

108:21, 109:5,109:23, 165:5, 190:18

FGE-1 [5] - 15:4,15:10, 16:9, 17:15,18:15

FGE-2 [6] - 15:17,108:12, 108:21,163:12, 168:6, 181:11

FGE-3 [4] - 15:24,54:19, 54:20, 54:21

FGE-4 [6] - 16:7,20:14, 20:23, 51:17,54:22, 158:19

FGE-41.2 [1] - 164:4


FGE-5 [1] - 185:13FGE-7 [4] - 48:9,

73:14, 82:24, 185:14field [2] - 170:19,

189:19file [3] - 14:10, 54:6,

165:15filed [4] - 10:20,

11:3, 16:2, 126:6filing [1] - 15:13final [6] - 10:18,

11:15, 12:1, 113:1,137:9, 157:23

finally [3] - 9:8, 16:1,124:1

financial [1] - 139:23find [1] - 54:2finds [1] - 11:6fine [1] - 73:13fire [1] - 101:22first [23] - 5:10, 15:3,

39:4, 41:15, 57:22,60:13, 77:5, 99:15,101:17, 105:9,105:12, 106:14,106:18, 114:10,123:15, 128:20,168:10, 170:3, 170:7,170:8, 171:3, 171:16

First [3] - 7:23, 26:6,63:4

firsthand [10] - 30:6,30:16, 38:11, 40:11,40:14, 40:20, 40:21,43:3, 44:16, 93:16

fit [1] - 77:16FITCHBURG [1] -

1:10Fitchburg [58] - 2:5,

2:9, 3:4, 3:7, 3:9, 4:7,5:12, 5:22, 15:16,29:13, 36:5, 39:6,39:8, 41:14, 41:16,41:17, 42:8, 81:12,81:18, 82:3, 82:7,82:8, 82:14, 82:20,83:3, 83:22, 83:23,84:8, 84:10, 85:20,86:17, 86:21, 87:1,92:9, 94:17, 106:13,106:16, 108:7,109:14, 112:7,112:15, 112:23,121:1, 148:24,167:14, 173:22,183:7, 183:15, 184:9,185:2, 185:20,

190:13, 190:18,191:23, 193:2, 193:6,194:15, 194:20

five [8] - 11:24,46:12, 140:10,140:18, 148:4,155:21, 156:1, 169:1

fixed [1] - 170:22flat [1] - 116:23flexible [1] - 170:23Florida [1] - 46:13flow [4] - 23:13,

91:13, 91:19, 91:21focus [3] - 183:5,

186:3, 194:22focused [1] - 186:2Focusing [1] - 155:9folks [18] - 29:12,

45:5, 62:5, 65:20,66:19, 76:7, 82:6,83:21, 85:18, 92:13,101:2, 117:13,157:19, 177:5,178:18, 189:10,189:18, 191:1

follow [3] - 33:7,34:22, 47:19

follow-up [1] - 47:19following [7] - 6:14,

7:1, 24:21, 94:2,112:9, 126:18, 151:14

follows [1] - 33:8food [1] - 140:16foot [1] - 154:6footnote [1] - 87:16for [313] - 2:5, 2:9,

2:19, 2:23, 3:4, 3:9,5:15, 5:19, 5:20, 6:2,6:7, 6:20, 6:23, 7:4,7:18, 8:15, 8:24, 9:6,10:10, 10:15, 10:19,11:4, 11:14, 11:18,12:18, 13:9, 14:2,14:23, 15:5, 16:15,17:4, 17:6, 17:21,18:9, 18:11, 19:8,19:9, 19:13, 20:19,21:24, 22:7, 22:10,22:11, 22:13, 23:3,23:19, 24:19, 24:24,25:5, 25:6, 25:9,25:18, 26:3, 26:4,26:6, 26:11, 26:13,26:16, 28:10, 29:3,31:18, 32:12, 32:20,32:24, 34:10, 36:16,36:17, 39:14, 39:18,

39:20, 41:17, 42:6,42:11, 42:18, 42:20,43:15, 44:2, 45:2,46:6, 46:12, 46:15,46:17, 46:18, 46:24,47:1, 47:10, 48:1,48:19, 48:24, 49:1,49:3, 49:22, 50:1,50:3, 50:8, 51:13,51:19, 52:18, 53:13,53:22, 54:1, 54:6,58:10, 59:10, 59:20,60:5, 60:7, 60:9,62:20, 64:10, 65:4,65:14, 65:20, 66:3,67:1, 67:19, 70:2,70:12, 70:13, 71:8,72:5, 73:11, 73:19,74:1, 74:9, 74:19,75:13, 76:11, 77:3,79:14, 80:16, 80:17,80:23, 81:5, 81:11,82:15, 86:16, 87:23,88:6, 88:9, 88:21,89:3, 90:2, 92:7, 92:8,92:13, 93:22, 94:4,98:14, 98:15, 98:21,99:1, 99:23, 100:9,100:12, 102:8, 105:8,105:18, 105:23,106:1, 107:1, 108:4,109:13, 109:21,110:5, 110:21, 111:2,111:11, 112:7, 112:8,113:11, 113:19,114:8, 114:12,114:14, 115:13,115:18, 116:2,117:19, 118:2,118:17, 118:22,119:11, 120:8,120:15, 120:24,121:4, 121:8, 121:13,121:19, 122:15,124:23, 125:4,125:13, 125:17,126:4, 126:9, 127:3,127:12, 127:20,128:3, 129:4, 129:5,129:7, 129:9, 129:22,129:23, 130:7, 130:8,130:9, 130:22, 131:3,131:9, 131:23, 132:5,132:6, 132:7, 132:12,133:12, 135:11,135:12, 135:16,135:23, 136:11,138:6, 138:23,

139:14, 139:18,139:24, 141:13,141:21, 142:4, 143:5,144:4, 144:16,144:22, 148:8,148:18, 148:21,150:23, 152:9, 153:1,153:4, 153:12,153:23, 154:11,155:13, 155:17,155:24, 156:17,156:18, 157:2, 157:6,157:12, 157:15,160:17, 160:18,160:22, 161:9,164:16, 164:20,164:21, 165:6, 166:7,166:11, 166:19,166:22, 167:20,167:23, 168:20,169:3, 169:16, 172:5,173:8, 174:3, 174:19,175:22, 176:2,176:11, 177:9,177:19, 178:12,182:1, 182:4, 182:9,183:12, 186:24,188:11, 188:16,190:15, 190:23,191:2, 191:16,191:21, 192:14,192:21, 193:2, 193:6,193:15, 193:16,193:18, 194:22,195:17, 196:1

For [22] - 7:6, 8:13,25:20, 43:19, 55:1,62:13, 71:11, 77:18,78:3, 82:3, 92:13,114:2, 115:17,141:21, 148:4, 155:4,155:5, 155:10,155:20, 155:24,169:6, 189:1

force [1] - 23:5forecast [1] - 146:23forecasted [2] -

168:24forecasts [1] - 169:7foregoing [1] -

196:11forget [1] - 177:21formal [3] - 81:14,

89:16, 176:15formalized [1] - 67:4format [1] - 67:13formats [1] - 68:19forms [1] - 99:5

17

formula [1] - 132:12forth [11] - 16:18,

17:24, 19:24, 20:22,37:13, 39:20, 42:15,44:8, 100:20, 111:20,175:2

forthcoming [1] -101:16

forward [31] - 21:9,30:9, 30:16, 31:4,33:17, 34:1, 45:15,47:3, 62:7, 63:1, 72:1,77:17, 79:10, 102:6,102:9, 115:24, 116:1,116:7, 116:19, 120:3,125:9, 127:1, 130:17,131:17, 137:18,176:4, 176:15,177:16, 186:9, 187:7,191:9

Foster [2] - 1:13,4:17

found [1] - 142:23four [7] - 5:5, 5:8,

86:3, 116:12, 156:1,158:4, 194:4

four-hour [1] -116:12

fourth [2] - 83:2,122:24

frame [10] - 10:15,45:24, 46:5, 64:21,69:24, 71:13, 75:7,170:13, 179:19,179:20

frames [1] - 178:15Francazio [22] -

13:16, 13:19, 14:16,14:18, 16:5, 20:13,26:17, 28:10, 28:24,34:23, 35:3, 38:17,38:21, 43:12, 44:24,62:9, 80:6, 115:4,178:5, 180:6, 182:22,194:19

FRANCAZIO [138] -12:9, 13:18, 13:22,14:17, 14:20, 20:16,20:20, 21:1, 21:5,21:9, 26:18, 26:20,26:22, 27:1, 28:12,29:3, 29:10, 29:16,29:20, 30:1, 30:8,30:18, 30:23, 31:2,31:22, 32:8, 34:6,34:13, 34:17, 35:7,45:2, 45:5, 45:19,46:4, 46:9, 49:19,


49:22, 51:19, 51:22,52:1, 61:15, 61:18,62:12, 62:16, 63:4,63:21, 64:1, 64:5,64:12, 65:16, 66:5,66:10, 66:15, 68:1,68:6, 68:10, 68:17,68:24, 69:22, 70:4,70:6, 70:14, 70:21,71:3, 71:10, 72:7,73:2, 73:8, 74:2, 74:5,74:13, 74:17, 74:21,74:23, 75:16, 76:5,76:9, 76:13, 77:4,78:2, 78:4, 78:10,79:13, 79:22, 80:8,80:11, 81:2, 115:3,115:6, 115:22,143:20, 144:19,145:1, 145:5, 145:11,145:21, 146:2, 176:2,176:22, 177:1, 178:7,179:1, 179:5, 180:8,180:11, 180:14,181:8, 181:12,181:16, 183:1,183:17, 184:11,185:4, 185:6, 185:12,185:15, 185:18,185:22, 186:18,187:10, 187:14,187:18, 187:24,188:5, 188:9, 188:13,190:10, 190:16,190:20, 191:24,192:16, 192:18,193:1, 193:5, 193:9,193:22, 194:24, 197:6

Franklin [2] - 2:3,2:17

Frappier [2] - 85:20,167:14

Frappier's [1] -167:15

Fred [1] - 6:13free [3] - 25:17,

26:10, 48:5frequency [1] -

160:20frequent [1] - 37:4Friday [4] - 106:16,

108:7, 112:15, 194:17From [2] - 35:22,

185:22from [99] - 7:14, 8:3,

8:11, 9:17, 10:1,11:15, 20:12, 21:20,22:14, 24:8, 24:9,

24:10, 24:11, 28:13,29:12, 36:7, 36:19,39:7, 40:22, 42:6,42:7, 46:24, 47:22,47:23, 52:6, 52:9,52:11, 53:6, 53:8,58:18, 68:12, 69:5,72:23, 78:9, 80:1,83:21, 84:24, 85:22,88:19, 89:21, 90:6,90:7, 90:8, 90:23,91:11, 93:1, 94:10,95:18, 100:6, 100:15,103:15, 104:17,105:2, 105:4, 105:10,115:1, 116:9, 123:22,123:24, 128:12,130:6, 133:12,134:16, 134:18,137:2, 137:7, 137:24,141:10, 145:12,145:19, 148:21,150:2, 150:17,152:24, 154:7,154:14, 154:24,155:3, 155:8, 155:11,155:21, 156:1,156:20, 157:8, 159:1,164:11, 165:1, 167:1,169:9, 170:15, 171:1,174:4, 184:24, 186:6,190:6, 191:8, 194:9,195:21, 195:24

fulfill [1] - 194:1full [25] - 6:5, 6:15,

8:12, 12:17, 13:6,13:16, 31:9, 55:24,56:2, 57:22, 82:1,82:9, 85:9, 104:14,129:22, 138:14,169:12, 170:3, 170:7,170:9, 170:10,170:14, 171:2,171:20, 174:17

full-time [2] - 82:1,82:9

fully [4] - 31:16,45:17, 45:20, 131:1

function [7] - 29:18,36:24, 39:12, 41:19,41:21, 43:22, 43:24

functioning [3] -59:3, 60:24, 87:8

functions [2] - 23:22,24:2

fundamental [1] -175:5

funding [1] - 151:22

further [4] - 24:19,32:5, 105:2, 137:21

fuses [1] - 93:9future [12] - 22:20,

44:22, 57:3, 96:23,98:16, 115:8, 115:16,119:5, 124:16, 125:3,131:23, 176:21

GG [1] - 4:2GANTZ [75] - 12:8,

13:1, 14:9, 17:18,17:22, 18:3, 18:7,18:11, 27:19, 27:21,27:23, 28:1, 34:19,41:12, 41:21, 42:16,43:5, 43:11, 53:10,53:19, 59:4, 59:14,59:15, 59:23, 60:3,81:14, 82:17, 82:22,83:6, 83:13, 83:18,84:3, 84:20, 85:14,86:4, 87:15, 89:11,89:16, 90:24, 91:20,92:8, 93:20, 100:6,105:5, 106:11, 107:5,108:10, 108:13,109:1, 109:6, 109:10,109:19, 109:24,110:4, 111:8, 112:11,112:14, 112:20,119:17, 120:22,121:2, 121:5, 121:10,121:12, 121:23,122:17, 123:9,123:12, 124:18,125:7, 132:3, 132:18,148:11, 148:23, 197:4

Gantz [24] - 12:23,13:1, 14:5, 15:7,15:21, 16:4, 17:15,27:18, 34:18, 39:18,41:9, 44:17, 59:13,81:5, 81:9, 82:23,89:7, 93:19, 108:3,112:18, 120:20,122:23, 123:7, 148:7

gap [2] - 33:23, 34:2Gary [2] - 2:6, 6:1GAS [1] - 1:10gas [6] - 47:14,

47:15, 70:9, 124:24,125:4, 136:12

Gas [21] - 2:5, 2:9,4:7, 5:22, 15:16,81:12, 108:18,

112:23, 121:1,148:24, 183:7,183:15, 184:9, 185:2,185:20, 190:13,190:18, 191:23,193:2, 193:6, 194:20

gather [1] - 70:23gave [5] - 7:24, 74:6,

130:21, 140:4, 140:7General [26] - 2:10,

2:12, 4:12, 6:4, 6:5,6:6, 6:9, 6:10, 7:15,10:21, 11:11, 24:23,25:3, 25:5, 25:9, 26:5,34:15, 79:19, 80:4,120:17, 138:22,144:5, 148:18, 166:7,182:18

general [5] - 33:9,42:5, 59:1, 90:17,181:15

General's [3] -120:16, 195:18,195:20

generally [8] - 59:16,60:3, 91:14, 91:23,96:20, 99:21, 113:9,161:20

Generals [1] - 6:11generating [1] -

59:21generation [2] -

142:23, 143:2geographic [2] -

17:12, 141:12geographically [1] -

141:7geography [1] -

184:12GEORGE [2] - 12:7,

197:4George [4] - 13:1,

15:7, 15:21, 16:4get [40] - 45:13,

51:13, 52:21, 58:4,58:5, 58:22, 65:11,68:11, 75:6, 79:7,88:16, 99:10, 99:11,101:3, 101:8, 110:6,110:8, 110:19,111:13, 115:10,115:19, 116:9, 120:6,128:15, 132:14,142:6, 145:9, 145:11,147:9, 148:16,154:11, 167:1, 180:3,188:22, 191:18,

18

191:20, 193:11,194:12, 194:18

gets [5] - 32:14,75:20, 115:10,147:15, 169:2

getting [6] - 126:9,169:10, 170:17,174:21, 189:7, 193:16

Ghebre [2] - 1:16,4:22

GIS [4] - 51:11,51:12, 51:13, 51:15

gist [1] - 118:8give [12] - 46:6,

46:10, 65:22, 70:16,92:19, 106:8, 110:24,117:10, 142:5,144:20, 189:3, 190:2

Given [3] - 98:6,165:6, 166:14

given [9] - 6:3, 8:16,84:21, 86:13, 92:17,110:16, 168:10,171:4, 171:6

gives [2] - 70:18,122:23

giving [2] - 107:9,191:3

global [1] - 195:8Globe [1] - 121:7go [41] - 26:6, 29:10,

33:18, 35:14, 59:9,59:12, 62:7, 63:18,69:5, 69:24, 73:18,73:21, 76:21, 80:1,80:3, 82:5, 95:6,96:22, 103:24,114:16, 123:2, 123:5,127:20, 128:24,131:11, 137:13,143:23, 144:11,145:13, 150:22,161:6, 161:8, 165:22,166:6, 170:15, 171:1,174:5, 178:21, 192:7,192:10

goal [3] - 70:12,70:13, 70:17

goals [7] - 70:2,70:8, 70:11, 73:3,121:9, 122:7, 122:15

goes [9] - 31:10,52:1, 77:13, 85:14,115:14, 122:17,129:14, 147:15,188:14

going [130] - 8:13,


8:14, 10:11, 15:2,15:11, 21:10, 30:10,31:4, 31:8, 31:13,31:15, 33:7, 33:15,33:16, 33:18, 33:24,34:1, 34:23, 45:8,45:9, 45:15, 47:3,48:3, 49:14, 55:22,60:16, 63:10, 63:11,63:14, 64:6, 64:7,64:13, 64:20, 64:23,65:7, 65:8, 65:13,66:17, 67:14, 67:15,67:16, 70:8, 71:21,72:1, 72:13, 72:15,74:7, 75:2, 75:4,75:19, 76:18, 76:24,77:13, 77:16, 77:17,79:10, 80:13, 81:3,81:22, 82:23, 91:9,92:21, 96:1, 99:17,102:6, 102:9, 112:2,112:3, 113:3, 114:18,115:7, 115:8, 115:9,115:12, 115:16,115:24, 116:1, 116:7,116:18, 116:19,116:23, 117:1, 120:3,120:7, 125:9, 127:1,130:17, 131:18,136:23, 150:22,153:12, 171:5, 171:8,176:4, 176:5, 176:7,176:8, 176:10,176:14, 176:15,177:15, 177:16,177:21, 177:22,178:1, 178:12, 179:9,179:12, 179:16,181:20, 184:1, 186:9,187:7, 188:21, 189:3,189:17, 189:18,189:21, 189:22,190:1, 191:7, 191:16,191:20, 196:1

going-forward [1] -120:3

gone [1] - 78:10Good [3] - 4:3, 5:21,

26:3good [20] - 11:18,

54:1, 69:6, 69:12,69:13, 70:18, 92:19,114:15, 117:19,120:10, 148:11,154:13, 168:23,172:8, 172:14, 190:4,195:1, 195:9, 195:14,

195:17got [3] - 106:22,

131:13, 190:21gotten [2] - 45:11,

109:15governance [6] -

32:14, 32:15, 32:16,32:23, 75:21, 176:8

governing [2] -61:24, 164:16

Government [1] -66:23

granted [6] - 6:15,7:1, 11:10, 11:14,122:4, 122:10

grappled [1] - 111:10grateful [1] - 22:16great [1] - 71:16grew [1] - 180:23Grid [26] - 6:17, 8:4,

29:4, 29:9, 29:13,30:22, 46:11, 46:13,46:17, 46:18, 46:24,47:10, 47:16, 68:1,180:21, 184:11,184:23, 185:3, 185:4,185:8, 190:14,190:19, 193:3, 193:7,193:21, 193:23

Grid's [2] - 47:2,184:8

ground [13] - 156:5,156:8, 156:14,156:24, 157:5, 157:7,157:8, 157:13,157:17, 157:20,157:22, 190:23, 191:8

Ground [1] - 156:9Ground-to-sky [1] -

156:9ground-to-sky [8] -

156:14, 156:24,157:5, 157:7, 157:13,157:17, 157:20,157:22

group [7] - 61:22,141:2, 141:8, 176:7,184:20, 187:8, 189:17

Group [3] - 140:24,141:5, 187:11

groups [5] - 141:6,141:9, 141:13, 187:3,187:4

Guard [1] - 72:19guess [4] - 52:20,

96:21, 132:18, 145:22guessing [2] -

145:23, 145:24guideline [4] - 153:3,

153:4, 153:14, 179:15Guideline [2] -

153:8, 153:9guidelines [5] -

152:14, 152:18,152:21, 153:20,161:11

HH [4] - 1:22, 3:6,

196:10, 196:17had [94] - 22:1, 22:2,

22:5, 30:1, 34:6,38:19, 42:20, 42:23,43:12, 46:12, 46:14,47:24, 51:12, 58:20,61:19, 61:24, 64:15,69:7, 74:5, 81:14,81:15, 82:4, 82:5,82:19, 83:23, 85:4,85:15, 90:7, 92:24,93:23, 94:3, 94:4,94:5, 94:17, 96:19,97:10, 98:7, 99:9,107:12, 110:11,111:19, 111:22,115:18, 115:22,118:21, 125:8,128:18, 129:7,130:13, 130:24,131:4, 131:5, 131:19,132:8, 137:10,137:18, 141:18,157:3, 157:4, 159:13,161:4, 168:18, 169:8,170:13, 171:4, 171:6,174:9, 174:10,177:23, 180:14,180:19, 181:6,182:22, 184:18,184:19, 185:10,185:16, 190:7,190:12, 190:22,191:1, 191:2, 191:18,193:12, 193:13,193:23, 194:16,194:24, 195:1, 195:3,195:6, 195:8

hadn't [1] - 180:18half [3] - 114:7,

129:23, 191:2Hampshire [12] - 2:8,

12:22, 13:4, 13:10,13:15, 13:20, 35:24,36:3, 43:21, 106:1,

119:20, 147:3Hampton [5] - 2:8,

12:22, 13:4, 13:10,35:24

hand [1] - 65:3handful [2] - 110:9,

110:18handle [14] - 52:22,

52:24, 119:4, 133:9,135:19, 136:18,137:5, 137:14,137:23, 180:16,180:24, 189:15

handled [1] - 138:18handling [1] - 22:23hands [2] - 12:6,

171:24happen [2] - 175:12,

180:4happened [6] - 40:5,

81:17, 84:15, 88:19,170:19, 180:1

happening [1] -91:23

happens [4] -107:18, 174:15,188:21, 193:12

hard [5] - 14:23,105:19, 105:23,131:9, 137:20

hard-hit [2] - 105:19,105:23

hardening [1] - 61:2hardship [2] - 22:7,

22:13has [70] - 11:3, 15:4,

15:16, 15:23, 16:6,26:5, 26:8, 30:11,31:12, 33:9, 33:18,38:2, 44:24, 51:8,54:7, 54:11, 56:5,63:12, 73:6, 80:23,102:18, 112:20,116:2, 117:3, 118:4,118:16, 119:16,126:16, 126:20,127:6, 127:8, 127:11,128:21, 132:3, 142:8,145:18, 148:9, 155:2,155:21, 158:6, 163:8,164:15, 164:20,165:7, 165:9, 165:11,166:10, 166:19,171:13, 171:15,171:24, 173:11,173:23, 174:1,175:18, 178:13,

19

180:4, 181:16,181:21, 181:22,184:12, 185:7, 185:8,186:4, 186:8, 187:4,188:22, 189:2, 190:10

Has [2] - 60:10,157:8

hasn't [1] - 124:24Have [8] - 32:6,

48:20, 121:20,135:24, 143:14,146:13, 181:6, 185:10

have [297] - 7:13,10:4, 10:6, 11:23,14:24, 15:3, 16:13,17:4, 17:19, 18:19,19:19, 20:17, 20:20,21:22, 22:21, 22:23,23:11, 23:18, 23:19,23:20, 23:22, 23:24,24:2, 24:16, 24:18,25:16, 25:21, 26:15,28:13, 28:18, 28:22,31:6, 31:9, 31:14,31:16, 33:18, 33:21,34:4, 34:6, 34:11,37:7, 38:4, 40:2, 40:5,44:7, 45:7, 45:10,45:13, 45:19, 45:20,45:22, 47:21, 48:1,48:4, 52:24, 53:20,54:23, 55:3, 57:9,58:23, 60:17, 60:19,61:2, 62:6, 62:14,62:18, 62:19, 62:22,63:2, 63:8, 63:9, 64:3,64:13, 64:22, 64:23,65:9, 65:14, 65:23,65:24, 66:23, 67:13,67:16, 67:23, 68:16,69:6, 69:9, 69:10,69:12, 69:13, 69:22,69:23, 70:18, 71:12,71:20, 71:21, 71:22,72:2, 72:18, 73:5,75:9, 76:17, 76:19,76:21, 77:12, 77:14,77:16, 78:16, 78:20,78:24, 79:11, 80:6,81:5, 81:22, 81:24,82:9, 82:12, 83:20,84:2, 84:3, 84:6,84:21, 85:4, 86:1,88:4, 88:23, 88:24,89:4, 89:21, 91:2,91:16, 91:22, 92:1,92:2, 92:5, 92:12,93:14, 93:15, 93:16,


93:17, 95:22, 96:7,97:17, 97:22, 98:9,99:21, 100:19, 101:6,101:21, 102:22,102:23, 103:4, 103:7,103:8, 103:20,103:21, 104:3, 104:4,104:11, 107:11,109:15, 110:9,110:15, 111:1, 111:5,111:21, 112:9,112:15, 112:17,112:21, 113:17,114:6, 115:24,117:19, 117:24,118:7, 118:20,119:10, 120:8,120:22, 123:9,124:23, 125:10,125:13, 125:15,126:3, 126:13,126:24, 127:8,128:22, 129:5,129:12, 130:14,130:18, 131:2,131:11, 131:16,132:14, 133:3,133:21, 136:2,137:12, 137:15,137:22, 138:17,139:12, 140:15,141:23, 142:20,143:2, 143:16,145:13, 146:16,146:23, 147:6,147:13, 147:18,147:22, 148:2, 148:4,148:14, 149:17,151:20, 156:13,156:14, 157:12,157:13, 158:9, 159:6,159:13, 159:20,160:9, 161:13, 162:9,162:22, 164:13,166:1, 167:2, 167:3,167:20, 167:22,168:22, 169:1,170:24, 171:8,171:17, 172:1,172:17, 173:1,173:20, 174:17,177:2, 177:7, 177:11,178:14, 178:23,179:2, 179:3, 179:9,179:22, 180:12,181:9, 182:8, 182:10,182:11, 182:23,183:6, 183:14,

184:13, 185:15,185:16, 186:6,186:12, 186:20,187:2, 187:18,187:24, 188:18,188:24, 189:6, 189:8,189:16, 189:22,189:23, 190:3, 190:7,191:14, 192:6,193:20, 194:6,194:22, 195:4

haven't [4] - 76:13,161:17, 177:23,186:22

having [8] - 78:15,81:7, 85:1, 91:3,110:18, 176:20,179:10, 188:15

He [1] - 167:23he [3] - 116:18,

167:22, 168:1headed [3] - 67:20,

67:23, 67:24heading [1] - 67:2health [1] - 98:18hear [4] - 14:23,

15:1, 26:9, 86:18heard [8] - 103:4,

103:7, 103:8, 113:9,130:5, 130:6, 135:24,158:5

HEARING [1] - 1:6hearing [11] - 4:4,

4:15, 4:17, 7:11,11:23, 26:7, 26:10,26:14, 81:7, 196:2,196:3

Hearing [8] - 1:12,1:13, 143:21, 144:9,166:2, 182:20, 192:5,195:13

hearings [4] - 5:8,5:9, 5:11, 7:21

heavy [1] - 151:4height [1] - 154:24held [3] - 1:6, 5:7,

5:18help [12] - 29:13,

34:19, 44:1, 44:4,46:6, 55:20, 101:15,101:16, 101:17,122:18, 189:4, 193:14

helped [1] - 68:16helpfully [1] - 78:22helping [1] - 91:10helps [1] - 34:22her [1] - 80:5

here [18] - 14:22,21:17, 61:18, 76:18,79:13, 80:1, 109:5,116:15, 132:19,133:17, 133:22,135:17, 149:24,174:19, 180:20,185:24, 187:6, 189:16

Here's [1] - 171:19here's [1] - 171:19hereinafter [4] - 4:9,

4:10, 6:17, 6:19high [1] - 77:5high-level [1] - 77:5higher [1] - 195:2highest [1] - 62:19highlighted [2] -

187:1, 189:15highlights [1] -

183:21him [1] - 167:20hire [2] - 180:10,

180:13hired [2] - 24:2,

187:12his [12] - 4:23, 24:24,

33:3, 85:16, 121:9,121:12, 166:8,166:19, 167:24,171:18, 175:13,182:18

historical [6] -107:18, 128:2, 128:8,128:11, 128:13

history [1] - 151:3hit [7] - 71:17,

105:19, 105:23,119:15, 147:2,178:12, 178:13

hits [2] - 99:23,145:8

hold [1] - 137:6holding [2] - 37:3,

42:10holistic [1] - 63:9Homeland [1] -

66:22hop [1] - 132:19hopefully [1] -

178:23hot [2] - 93:4, 94:18hotel [2] - 37:10,

175:17hotels [1] - 175:1hotline [1] - 116:11hour [5] - 116:12,

120:11, 120:15,

135:4, 136:10hourly [1] - 11:1hours [6] - 71:19,

101:1, 135:2, 135:9,145:12, 146:21

hours' [1] - 148:2house [1] - 174:24how [62] - 21:9, 32:9,

32:14, 33:15, 36:24,42:24, 45:8, 45:9,64:22, 66:16, 67:14,69:4, 69:18, 70:11,70:16, 70:19, 72:17,72:21, 79:4, 88:6,89:3, 90:21, 93:3,107:19, 114:24,115:7, 115:11,115:16, 115:23,117:1, 118:14,125:16, 130:19,132:5, 134:20,135:18, 135:21,135:22, 136:8,136:17, 136:19,145:14, 145:16,146:20, 147:9,153:17, 159:17,165:7, 176:3, 176:8,176:15, 177:6,179:11, 180:4,181:14, 181:23,182:5, 188:19,188:23, 189:15,191:5, 191:9

How [14] - 88:1, 88:7,88:16, 117:18,143:17, 144:24,145:9, 145:18, 147:6,154:18, 155:5,165:11, 178:12, 186:5

Howard [4] - 3:6, 3:6,7:3, 7:8

HOWARD [1] - 7:8However [8] - 25:15,

25:17, 40:6, 56:2,75:8, 96:22, 127:1,161:20

HTE [5] - 114:11,114:12, 114:14,114:16, 114:17

human [1] - 125:11hundreds [1] - 22:14hurricane [10] - 35:8,

72:12, 78:22, 148:3,165:17, 168:22,168:23, 169:2, 169:3,178:11

Hurricanes [1] -

20

168:23hypothetically [3] -

31:20, 38:14, 145:8

II [430] - 4:2, 4:14,

7:10, 7:13, 7:14, 8:10,9:15, 9:20, 9:24, 10:5,10:11, 11:3, 13:8,13:13, 13:19, 13:22,14:13, 14:15, 14:17,16:16, 16:17, 17:1,17:23, 18:7, 18:22,18:23, 19:6, 19:22,19:23, 20:5, 20:20,20:21, 21:5, 21:15,24:18, 25:3, 25:14,25:19, 26:11, 26:15,26:18, 26:20, 26:22,27:1, 27:3, 27:5,27:11, 27:13, 27:15,28:13, 28:16, 28:18,28:22, 29:3, 29:4,29:5, 29:10, 29:11,29:12, 29:20, 32:1,34:23, 35:2, 35:18,35:23, 36:4, 36:14,36:16, 38:23, 39:5,39:7, 39:11, 39:14,39:15, 39:22, 40:7,41:7, 41:12, 41:14,41:16, 42:3, 42:19,42:20, 42:22, 43:12,43:14, 43:19, 44:10,45:2, 45:6, 46:2, 46:7,46:9, 46:11, 46:12,46:14, 46:23, 47:1,47:5, 47:16, 47:21,48:1, 48:6, 49:9,49:11, 49:13, 49:22,50:1, 50:9, 51:3,51:16, 52:5, 52:12,52:20, 53:10, 53:19,54:15, 55:14, 56:17,56:18, 58:20, 59:4,59:6, 59:16, 60:7,60:14, 61:1, 61:5,61:15, 61:19, 62:8,64:5, 64:20, 65:10,66:19, 66:24, 67:17,67:19, 68:1, 69:1,69:2, 69:6, 69:7,70:14, 70:17, 70:23,71:16, 72:7, 72:23,74:2, 74:9, 74:14,74:23, 75:2, 75:5,75:8, 76:14, 76:22,


77:8, 78:4, 78:11,78:13, 79:13, 79:14,79:22, 79:24, 80:13,81:5, 81:14, 81:15,81:19, 82:6, 82:11,83:6, 83:13, 83:14,83:19, 83:20, 83:23,84:5, 84:8, 84:9,84:11, 84:14, 84:23,86:7, 86:8, 86:18,87:13, 87:15, 87:18,88:18, 89:4, 89:6,89:12, 92:23, 93:6,93:16, 93:20, 94:9,94:16, 96:3, 96:7,96:21, 97:20, 97:24,98:20, 100:1, 100:3,100:6, 100:20, 101:6,101:14, 101:16,101:19, 101:21,102:5, 103:7, 103:8,103:13, 103:17,104:6, 104:11,106:21, 106:24,107:2, 107:5, 107:11,107:19, 108:11,109:3, 109:6, 111:9,111:14, 112:1,112:18, 114:4, 114:6,115:3, 115:4, 115:15,115:17, 115:19,115:22, 117:22,117:24, 118:10,118:15, 118:16,118:23, 119:1,119:18, 120:2,120:20, 120:22,121:5, 121:23,121:24, 122:3, 123:9,124:18, 124:21,125:10, 125:13,125:15, 126:11,126:13, 127:13,128:14, 130:1, 130:6,130:7, 131:14,132:18, 133:1, 133:3,133:20, 133:21,136:2, 136:17,136:19, 137:18,138:1, 138:17,138:20, 139:5, 139:6,139:10, 139:12,139:20, 140:3, 140:7,140:20, 142:23,143:11, 144:6, 144:9,145:22, 146:5,146:16, 147:8,147:22, 147:24,

148:5, 148:11,148:14, 148:23,149:13, 149:16,149:18, 154:8, 156:6,157:15, 157:18,158:1, 158:2, 158:5,158:18, 158:21,159:20, 160:7, 160:9,161:13, 161:17,162:8, 162:9, 162:20,162:22, 163:22,164:13, 164:14,168:2, 168:5, 168:8,170:11, 171:6,172:16, 172:17,172:24, 173:1,174:19, 175:6,175:10, 175:19,176:2, 176:3, 176:14,177:17, 179:5, 179:7,179:20, 180:3, 180:8,180:14, 181:2,181:16, 181:21,182:1, 182:2, 182:11,183:2, 183:3, 183:4,183:6, 183:12,183:13, 183:18,183:19, 183:22,183:23, 183:24,184:3, 184:11,184:16, 185:6, 185:7,186:1, 187:14,187:18, 187:24,189:20, 190:2,190:10, 190:20,190:22, 191:4, 191:7,191:8, 191:9, 191:14,191:24, 192:1, 192:5,193:1, 193:9, 193:10,193:22, 193:23,193:24, 194:2, 194:6,194:13, 194:16,194:24, 195:8,195:16, 196:10, 197:1

i [7] - 73:15, 73:16I'd [7] - 26:6, 54:14,

69:2, 76:21, 80:8,134:5, 149:21

I'll [6] - 17:13, 26:16,28:24, 39:1, 59:14,180:20

I'm [74] - 13:1, 15:2,15:11, 17:6, 18:11,19:9, 19:12, 26:4,27:7, 27:9, 28:5,28:12, 28:20, 34:18,36:9, 37:21, 44:23,45:1, 48:3, 49:14,

50:16, 52:4, 54:16,54:21, 55:22, 55:23,58:18, 59:13, 61:7,63:10, 63:11, 64:13,65:12, 73:13, 81:3,82:23, 83:1, 83:24,85:8, 86:6, 86:18,90:16, 96:1, 100:18,102:1, 103:8, 106:9,107:11, 109:22,113:3, 114:18,117:19, 125:9, 128:4,135:14, 139:20,145:22, 147:11,147:12, 147:14,159:9, 163:10,163:24, 167:8,167:22, 182:9,185:13, 185:16,186:18, 188:11,193:15, 195:13, 196:1

I've [11] - 10:7,24:21, 30:8, 46:7,46:19, 47:23, 118:21,125:8, 127:11, 146:2,183:3

ice [33] - 21:19, 29:1,30:17, 35:20, 36:11,38:7, 38:19, 39:2,41:10, 43:17, 56:16,57:8, 57:11, 60:12,60:13, 68:16, 72:12,78:8, 81:1, 133:24,148:4, 169:6, 169:10,170:14, 170:24,171:4, 182:23, 183:9,183:16, 184:8,184:10, 185:1, 190:8

ice-storm [1] - 29:1ICS [11] - 30:13,

34:22, 47:20, 66:18,68:2, 177:6, 177:13,177:18, 183:4, 184:4,186:13

idea [6] - 45:8, 46:10,74:7, 186:13, 195:2,195:9

ideal [2] - 85:7,147:17

identification [1] -7:19

identified [11] - 40:8,68:15, 76:1, 76:3,78:17, 78:24, 84:24,97:10, 108:20,185:24, 186:8

identify [19] - 5:20,6:7, 15:5, 15:18, 25:6,

32:18, 35:6, 35:12,75:13, 76:11, 85:18,91:10, 94:6, 94:19,94:20, 97:1, 123:3,150:21, 191:18

identifying [2] -62:23, 76:7

If [39] - 11:16, 16:17,18:23, 19:23, 25:19,26:9, 26:13, 38:14,40:21, 48:7, 50:1,50:16, 51:17, 53:10,53:19, 54:4, 57:21,59:4, 61:6, 66:11,68:3, 87:15, 106:21,106:24, 107:23,108:1, 120:6, 122:18,131:13, 134:20,140:3, 157:3, 165:20,167:17, 167:21,174:3, 174:19, 177:6,180:1

if [77] - 6:21, 10:14,15:12, 17:23, 20:21,25:15, 25:21, 30:24,31:20, 34:22, 35:8,40:6, 41:4, 43:8,44:21, 48:4, 54:16,58:3, 58:19, 60:7,62:8, 62:20, 66:19,67:18, 69:9, 69:12,71:5, 73:12, 79:6,80:21, 90:5, 90:16,94:2, 97:6, 97:14,99:3, 100:2, 103:22,103:24, 104:8,113:16, 115:1, 117:9,118:18, 119:13,119:23, 128:22,129:5, 130:1, 131:5,131:10, 131:18,135:1, 137:9, 137:10,137:20, 146:14,148:1, 149:9, 149:16,160:5, 161:1, 165:18,166:20, 170:9,171:12, 174:11,174:15, 179:9,182:22, 183:22,183:24, 184:1,189:22, 194:13,195:17, 195:24

iii [1] - 73:17immediately [6] -

99:20, 126:18, 145:8,165:20, 169:12,191:18

Immediately [1] -

21

149:13impact [7] - 22:4,

149:17, 159:6,159:14, 162:4,170:14, 190:8

impacted [3] - 80:18,180:19, 188:24

impacts [2] - 119:13,159:18

implement [11] -21:10, 32:9, 32:16,66:17, 76:8, 76:9,79:1, 174:13, 176:16,177:5, 177:15

implementation [28]

- 31:3, 47:2, 52:13,54:13, 55:12, 71:1,79:17, 119:16,131:24, 132:21,168:12, 169:5,169:13, 169:14,170:3, 170:7, 170:9,170:11, 170:15,171:2, 171:12,171:14, 171:21,174:16, 174:18,186:2, 189:24, 190:4

implemented [19] -22:21, 23:21, 31:6,32:11, 45:9, 50:5,64:23, 79:4, 104:4,132:16, 159:5,159:12, 169:20,173:11, 175:24,176:9, 180:5, 195:5,195:11

implementing [10] -23:7, 33:16, 51:14,68:2, 74:24, 75:19,177:18, 179:7, 183:4,184:4

important [1] - 57:5impossible [2] -

92:19, 162:5impression [1] -

59:17improve [3] - 23:13,

38:18, 185:21improved [3] - 98:15,

188:4, 188:7In [47] - 8:15, 19:11,

22:19, 24:7, 35:3,46:13, 46:19, 47:1,47:13, 49:10, 53:7,56:20, 57:14, 89:20,90:3, 91:7, 94:4, 95:5,95:9, 96:8, 110:1,110:8, 125:16,


127:13, 128:18,129:16, 131:5, 138:4,138:14, 139:22,140:23, 146:8,147:17, 147:21,156:12, 157:23,159:17, 167:14,170:12, 170:24,174:20, 179:2,180:12, 182:24,183:7, 183:14, 185:19

in [504] - 3:4, 3:9, 4:4,5:8, 5:9, 5:11, 5:13,6:5, 7:12, 8:19, 9:14,10:20, 11:2, 11:15,12:21, 13:10, 13:15,13:19, 14:3, 14:7,14:18, 14:19, 15:13,16:18, 16:23, 17:13,17:24, 18:5, 18:13,18:24, 19:4, 19:24,20:22, 21:4, 21:13,21:14, 22:12, 22:15,22:20, 23:2, 23:4,23:5, 23:15, 24:4,24:5, 24:7, 24:14,28:19, 28:21, 29:6,29:16, 30:5, 30:20,33:9, 33:22, 35:11,35:13, 35:23, 35:24,36:3, 36:5, 36:6,36:11, 36:15, 37:7,37:9, 37:13, 37:16,37:17, 38:1, 38:4,38:16, 38:19, 39:8,39:9, 39:21, 39:23,40:3, 40:14, 40:16,40:23, 41:5, 41:12,41:14, 41:15, 42:1,42:3, 42:7, 42:8, 42:9,42:12, 42:13, 42:14,42:15, 42:18, 42:21,42:24, 43:5, 43:10,43:20, 44:5, 44:8,44:9, 44:20, 44:22,45:7, 45:12, 45:15,46:1, 46:4, 47:6,47:24, 49:8, 49:16,49:17, 49:19, 49:20,50:17, 50:19, 50:22,50:23, 53:5, 53:10,53:12, 53:17, 53:21,53:24, 54:4, 54:16,56:11, 56:14, 56:15,56:18, 57:1, 57:3,58:2, 58:16, 60:15,61:3, 62:1, 62:16,62:23, 63:6, 63:13,

63:16, 63:20, 64:2,64:8, 65:7, 65:11,65:24, 67:2, 67:16,67:20, 67:22, 67:23,67:24, 68:14, 68:19,69:5, 69:6, 69:24,70:1, 71:7, 72:5,72:21, 72:22, 73:3,73:4, 74:19, 74:24,75:7, 75:23, 76:7,77:1, 77:8, 77:11,77:21, 77:22, 78:20,78:21, 79:5, 79:12,79:15, 80:23, 80:24,81:10, 81:12, 81:19,81:21, 81:23, 82:1,82:6, 82:7, 82:10,82:13, 82:14, 82:19,82:20, 84:7, 84:14,84:22, 84:23, 85:5,85:17, 85:20, 86:2,86:3, 86:4, 86:16,86:20, 86:24, 87:11,87:16, 87:24, 88:15,89:9, 89:12, 89:22,90:7, 90:18, 90:23,91:6, 91:8, 91:10,91:16, 92:9, 92:15,92:16, 92:20, 92:24,93:17, 93:20, 93:24,94:12, 94:15, 94:16,94:18, 95:1, 95:17,95:18, 95:21, 96:18,98:11, 98:15, 98:20,99:5, 99:13, 99:18,99:19, 100:8, 100:12,100:16, 100:20,101:5, 101:8, 101:9,101:11, 101:15,103:23, 104:23,105:5, 105:7, 105:19,105:23, 106:2, 106:3,106:13, 106:15,106:16, 106:17,107:2, 107:3, 107:9,107:14, 107:18,107:20, 108:7, 108:8,109:4, 109:11,109:14, 109:15,110:20, 111:8,111:12, 111:23,112:14, 112:23,114:10, 114:23,115:8, 116:20,116:21, 117:7,117:15, 118:4,118:19, 118:20,118:21, 118:24,

119:1, 119:5, 119:12,119:18, 119:20,119:21, 120:2, 120:7,121:6, 121:14,121:16, 122:6,122:12, 122:18,123:12, 123:14,123:17, 124:6,124:12, 124:16,124:23, 125:1, 125:3,125:9, 125:11,125:17, 126:3, 126:5,127:8, 127:15,128:17, 128:23,129:18, 130:12,130:16, 130:21,130:24, 131:14,131:16, 131:22,132:19, 133:8,133:17, 133:22,135:17, 135:20,136:7, 136:9, 136:12,136:23, 137:3,137:18, 140:10,140:11, 140:12,141:8, 141:10,141:13, 141:21,141:22, 141:24,142:16, 142:19,143:6, 145:3, 145:10,146:3, 146:6, 146:15,146:17, 146:21,147:18, 148:10,148:12, 148:13,148:23, 149:21,150:7, 150:16,151:14, 152:23,153:22, 154:23,157:5, 158:4, 158:12,158:15, 158:16,158:21, 159:1, 159:8,159:12, 159:21,160:15, 160:23,161:16, 161:18,161:21, 161:23,162:11, 165:6, 167:9,167:10, 167:17,168:5, 168:10, 169:3,170:2, 170:6, 171:5,171:7, 173:3, 173:7,173:17, 173:20,173:21, 173:22,173:24, 174:9,174:13, 174:19,174:22, 175:10,176:2, 176:20, 178:2,178:15, 179:14,179:19, 180:14,

181:10, 181:13,181:19, 181:20,181:24, 182:3,182:22, 183:8,183:10, 183:15,184:4, 184:13,184:15, 184:19,185:9, 186:16,186:22, 187:1, 187:6,187:21, 188:3, 188:4,188:7, 188:8, 189:7,189:9, 189:15,189:16, 189:19,190:13, 190:14,190:22, 191:3, 191:5,192:2, 192:3, 192:4,192:24, 193:19,194:2, 194:6, 194:7,194:14, 194:16,194:21, 194:22,194:23, 195:12, 196:2

inadequacy [1] -136:4

inadequacy... [1] -160:6

inadequate [4] -159:18, 159:21,159:22, 159:23

inadvertently [2] -87:18, 109:16

incentive [12] -121:4, 121:13,121:19, 122:1, 122:2,122:6, 122:12,122:13, 122:16,123:11, 123:14,124:16

incident [14] - 31:23,32:18, 32:19, 33:7,35:6, 35:12, 40:8,41:8, 47:12, 67:15,115:12, 116:1,116:17, 177:8

Incident [7] - 23:9,30:12, 30:13, 47:17,62:3, 66:18

incidents [3] - 71:8,72:5, 159:1

include [8] - 30:21,33:3, 37:9, 52:17,61:9, 106:11, 125:3,141:15

included [5] - 47:11,109:14, 125:1,135:20, 181:10

includes [6] - 20:9,20:11, 33:10, 87:4,102:24, 185:13

22

including [13] - 5:9,17:8, 19:13, 21:19,36:22, 37:3, 46:14,85:23, 87:5, 116:16,156:21, 157:19,188:15

incoming [1] - 44:2incomplete [1] -

109:11incorporate [6] - 8:1,

9:5, 9:17, 9:23, 10:11,24:10

incorporating [2] -8:9, 9:10

incorrect [1] -109:11

increase [5] - 54:6,54:7, 136:21, 137:21,151:12

increased [3] -134:13, 155:11,194:15

increases [2] -53:12, 53:14

increasing [2] - 42:3,54:4

increasingly [1] -90:14

incredibly [1] - 22:17incurred [1] - 53:8independently [1] -

51:9index [2] - 160:19,

160:20indicate [2] - 50:9,

140:23indicated [9] - 34:24,

41:7, 74:23, 75:8,78:5, 179:6, 179:20,183:20, 184:3

indicates [4] - 75:16,97:17, 98:2, 162:23

indicating [1] - 65:17indicator [2] - 70:19,

71:24indicators [3] - 69:3,

69:17, 70:22individual [15] -

24:2, 32:20, 72:3,81:24, 91:11, 92:20,106:5, 110:10,110:17, 110:18,110:22, 111:19,111:20, 112:4, 145:13

individually [2] -25:13, 25:15

individuals [5] -


62:24, 75:4, 82:5,94:13, 94:18

industry [6] - 6:12,30:20, 67:1, 67:17,142:21, 183:5

influence [1] - 151:6inform [1] - 114:20Information [1] -

10:24information [75] -

11:9, 17:10, 17:13,23:13, 26:16, 33:12,36:19, 43:5, 43:15,44:3, 56:13, 58:4,58:15, 58:22, 60:19,67:9, 68:11, 68:14,68:19, 87:5, 89:7,89:9, 89:12, 89:17,89:20, 90:13, 90:21,91:1, 91:13, 91:15,91:19, 91:21, 92:6,92:12, 92:19, 93:1,99:11, 104:23, 105:2,106:11, 113:6,113:14, 113:17,113:21, 114:1,114:12, 114:13,114:21, 115:7,115:10, 116:3, 116:4,116:5, 116:9, 116:12,116:14, 116:16,116:20, 117:11,120:23, 121:15,126:8, 128:11,128:12, 128:13,144:22, 161:2, 161:3,169:8, 175:3, 191:11

informed [1] - 131:1informing [1] -

167:10infrastructure [2] -

17:11, 52:7infrequently [1] -

175:10inherent [2] - 32:22,

62:1initial [3] - 25:6,

170:16, 192:14Initially [1] - 41:21initiate [2] - 117:11,

171:11initiated [1] - 174:5initiation [2] - 170:3,

170:7input [5] - 21:20,

23:16, 24:8, 57:14,57:17

inquiries [1] - 42:1insert [2] - 33:20,

34:2insight [1] - 70:16inspection [1] - 47:7installation [1] -

49:16installment [1] - 49:8instance [7] - 71:11,

77:18, 92:13, 129:5,129:7, 187:1, 189:1

instances [2] -58:19, 58:23

instantaneous [1] -58:2

instantaneously [1]

- 58:4instantly [1] - 88:19Institute [4] - 123:24,

141:16, 141:20,142:11

institute [1] - 30:11instituting [1] -

80:13institutionalized [3]

- 31:14, 45:21, 75:10institutionalizing [1]

- 179:21instruct [1] - 25:11instructions [1] -

130:22intake [1] - 134:9integrate [1] - 48:18integrated [3] - 56:4,

56:6, 57:6integration [4] -

50:18, 50:22, 54:12,57:2

integrations [1] -127:2

integrators [1] -65:19

intelligent [1] - 67:13intend [6] - 9:16,

22:21, 24:22, 32:4,72:24, 78:20

intended [1] - 8:1intensity [1] - 72:10intention [1] - 24:13intents [1] - 175:22Interactive [1] -

113:12interest [4] - 143:6,

157:18, 158:10interested [3] - 91:7,

92:15, 148:23interface [1] - 61:4

interim [1] - 179:2interject [1] - 45:2internal [1] - 119:22internally [1] - 51:12interpret [1] - 56:9interrupt [1] - 74:9interrupted [1] - 58:3interruption [2] -

160:19, 160:20interruptions [2] -

131:6, 131:22intervals [1] - 146:11intervene [1] - 8:11intervenor [1] - 6:15intervenors [4] -

6:20, 8:16, 10:2,24:22

intervention [1] -5:16

into [68] - 4:6, 5:4,5:6, 5:16, 5:17, 7:20,8:3, 8:6, 9:23, 10:12,55:19, 56:6, 57:15,57:16, 57:17, 63:16,71:5, 77:6, 77:16,78:12, 79:9, 81:22,85:11, 85:14, 93:21,94:10, 100:21, 101:1,103:16, 103:18,103:24, 104:1,115:10, 116:11,117:12, 118:20,120:6, 122:18, 127:4,127:23, 128:5,129:10, 131:6,131:11, 131:22,132:11, 135:15,136:16, 145:14,150:23, 151:9,153:12, 155:15,158:13, 158:15,159:8, 162:14,165:22, 169:2,169:10, 169:12,171:20, 183:3, 186:8,186:12, 187:5, 191:7,194:4

introduce [3] - 6:20,7:5, 12:11

introduced [1] -47:16

investigation [5] -4:5, 4:11, 5:2, 5:4,24:12

investigations [1] -8:3

invoke [1] - 168:16

invoking [1] - 168:12involve [2] - 100:19,

170:18involved [8] - 37:9,

42:21, 53:21, 93:17,140:8, 140:16,167:10, 178:2

is [422] - 4:3, 4:11,4:14, 5:23, 5:24, 6:5,6:9, 6:10, 6:12, 7:9,7:10, 7:14, 7:15, 7:18,8:13, 12:19, 12:20,12:21, 13:1, 13:3,13:7, 13:9, 13:13,13:14, 13:18, 13:21,14:4, 15:6, 15:9,15:12, 15:14, 15:20,16:3, 20:8, 24:4,24:13, 24:19, 25:8,30:6, 30:13, 30:18,31:11, 31:12, 32:10,32:12, 32:13, 32:16,32:18, 32:22, 33:7,33:14, 33:24, 34:13,35:8, 36:3, 37:16,37:17, 38:3, 38:11,40:10, 42:13, 43:2,44:7, 44:15, 44:17,45:7, 45:8, 45:10,45:19, 46:21, 47:17,48:9, 48:18, 48:19,49:4, 50:3, 50:12,50:13, 50:15, 50:20,50:22, 51:17, 52:20,54:5, 54:19, 56:4,57:13, 57:16, 57:17,57:19, 58:6, 59:7,59:22, 60:6, 60:16,60:18, 61:18, 61:21,61:24, 62:1, 62:4,62:14, 63:14, 63:15,64:6, 64:7, 64:12,64:17, 64:18, 64:20,64:23, 65:5, 65:6,66:15, 66:17, 66:18,67:4, 67:15, 67:17,67:18, 68:1, 69:3,70:12, 70:14, 70:15,70:17, 70:19, 70:21,73:11, 75:9, 75:16,75:18, 75:19, 75:22,75:24, 76:16, 77:4,77:10, 77:18, 77:19,78:7, 78:10, 79:3,79:6, 79:18, 80:5,80:14, 80:21, 80:22,80:24, 82:24, 83:8,84:15, 86:4, 87:16,

23

89:14, 89:16, 92:10,94:22, 95:5, 95:8,95:13, 96:11, 96:13,96:15, 97:11, 97:18,98:4, 100:11, 100:21,101:17, 103:11,104:12, 104:13,104:22, 105:6, 105:9,106:1, 106:9, 106:15,108:12, 108:16,108:22, 109:5,109:11, 109:16,109:19, 111:15,111:17, 114:12,114:21, 115:12,115:13, 115:14,115:16, 115:18,116:1, 116:6, 116:8,116:15, 116:18,116:21, 116:23,117:4, 117:14, 118:7,119:17, 119:18,119:19, 120:10,121:17, 122:3, 122:4,122:6, 122:9, 123:15,123:16, 124:1, 124:4,124:14, 125:18,126:3, 126:5, 126:22,127:15, 127:21,128:11, 129:19,131:23, 132:5, 133:6,133:9, 133:14,133:18, 134:10,134:13, 134:21,135:3, 138:12,139:15, 140:6, 140:9,140:12, 140:24,141:8, 141:17,141:18, 142:1, 142:2,142:3, 142:11,142:17, 142:18,144:6, 144:24,146:11, 146:12,146:24, 147:2, 147:4,147:14, 147:17,148:7, 148:21, 149:9,150:3, 150:8, 150:9,150:11, 150:12,150:14, 150:15,150:21, 151:7,151:13, 151:24,152:3, 152:4, 152:15,152:18, 152:19,152:21, 152:22,153:1, 153:11,153:12, 153:17,154:16, 154:18,154:21, 154:23,


155:3, 155:12,155:17, 155:22,156:2, 156:3, 156:8,156:9, 156:19, 158:2,158:14, 158:19,159:2, 159:16, 160:1,160:2, 160:3, 160:13,161:5, 162:11,162:13, 162:16,163:4, 163:5, 163:9,163:19, 163:20,164:4, 164:5, 164:6,164:7, 164:8, 164:9,164:14, 164:16,164:19, 164:22,165:13, 165:14,165:18, 165:19,166:9, 166:11,166:22, 167:13,168:13, 168:15,168:19, 168:23,169:16, 169:21,170:21, 171:12,171:17, 171:19,172:19, 172:20,172:22, 172:23,173:4, 173:7, 173:9,173:10, 173:13,173:16, 173:17,173:18, 173:19,174:3, 174:5, 174:21,174:22, 174:23,175:3, 176:1, 176:3,176:5, 176:6, 176:8,176:14, 177:7,177:14, 177:18,178:6, 178:7, 178:12,178:13, 178:14,178:21, 179:10,179:13, 179:16,179:19, 180:2,181:18, 181:21,181:22, 182:6,182:18, 183:4, 183:5,184:12, 184:18,185:1, 185:13, 186:2,186:16, 187:14,188:20, 189:14,189:24, 191:15,194:8, 195:10, 196:12

Is [41] - 8:20, 12:2,49:3, 49:17, 50:10,55:10, 56:9, 57:7,74:11, 75:14, 86:14,99:13, 102:16,103:11, 104:14,108:9, 112:22, 118:5,118:8, 120:17, 121:1,

122:20, 124:15,131:21, 132:15,134:3, 138:13, 143:8,150:2, 152:2, 159:4,159:11, 160:21,161:24, 165:1, 167:5,167:9, 190:15, 192:16

isn't [8] - 63:10,80:21, 125:4, 141:1,151:11, 175:13,175:16, 187:5

issue [7] - 41:22,45:10, 49:17, 80:9,81:4, 123:23, 126:15

issued [3] - 5:3,5:14, 23:19

issues [9] - 42:24,76:15, 76:18, 98:18,106:4, 106:5, 110:10,142:20, 192:13

it [223] - 8:1, 9:12,10:14, 11:16, 11:18,14:23, 20:11, 24:5,29:12, 30:11, 33:1,33:5, 33:14, 34:22,37:12, 37:19, 40:5,40:21, 44:8, 44:9,45:1, 45:10, 45:17,45:19, 45:20, 46:6,48:3, 49:19, 50:5,50:6, 50:18, 51:8,52:14, 52:21, 54:2,54:5, 55:10, 56:9,56:13, 56:18, 56:22,57:7, 57:8, 58:5,60:14, 62:8, 63:15,63:19, 65:11, 67:17,67:18, 70:10, 71:5,72:2, 72:7, 75:5,75:16, 75:20, 75:22,76:16, 76:20, 77:13,79:6, 80:20, 80:21,80:22, 80:24, 82:11,83:4, 83:9, 84:1,84:19, 85:9, 88:9,88:16, 88:18, 88:19,88:21, 92:18, 93:2,94:3, 94:22, 96:7,96:8, 97:20, 98:7,98:14, 100:4, 101:14,101:21, 102:3, 102:7,103:7, 103:8, 103:9,104:1, 104:4, 104:5,104:11, 104:13,105:11, 105:14,107:23, 108:1, 109:2,109:20, 110:23,112:1, 112:3, 112:21,

112:22, 113:8,113:15, 114:2, 114:6,115:15, 117:4,117:14, 117:24,119:3, 119:13,119:14, 119:15,119:23, 120:22,121:17, 121:24,122:3, 122:19,122:20, 123:9,124:15, 124:24,125:15, 126:13,127:19, 128:6, 128:8,128:12, 128:14,128:16, 128:21,128:23, 129:1, 129:3,129:5, 129:6, 129:7,130:4, 131:7, 131:10,131:13, 131:16,131:18, 132:3,132:15, 132:20,133:3, 133:21,137:22, 139:12,143:5, 143:17,144:22, 146:3,147:20, 147:24,150:18, 150:19,151:19, 152:4,155:13, 156:1,156:12, 157:23,158:3, 158:6, 158:9,158:10, 159:4,159:11, 159:17,160:9, 160:10,160:21, 162:9,162:22, 164:10,165:7, 165:15, 168:3,168:21, 172:17,173:1, 173:17,174:23, 177:7,177:14, 180:11,180:23, 181:2,181:16, 181:17,182:1, 184:3, 184:12,186:11, 186:12,189:24, 190:11,191:12, 192:3,192:18, 193:2, 193:6,193:9, 194:1

It [76] - 24:13, 30:18,31:11, 33:2, 33:9,35:7, 37:1, 39:24,40:13, 44:17, 49:17,51:7, 52:1, 52:2,53:10, 59:22, 61:24,62:1, 63:9, 63:12,67:4, 67:6, 67:18,68:17, 70:7, 71:10,

72:10, 72:11, 72:19,72:20, 76:15, 76:16,77:5, 80:16, 81:2,83:2, 83:8, 84:20,87:20, 87:21, 88:4,91:23, 94:15, 96:15,98:13, 99:3, 106:7,109:15, 110:12,116:24, 121:12,121:14, 126:5,129:13, 129:14,145:5, 151:24,156:15, 158:15,158:24, 160:10,165:9, 169:24,170:19, 173:6, 177:2,177:14, 178:13,181:17, 186:4,188:13, 190:22,190:23, 192:19,193:12, 195:10

It's [42] - 31:8, 42:16,58:2, 59:19, 61:1,66:16, 66:21, 68:7,80:15, 86:12, 97:21,108:15, 108:17,108:19, 108:20,108:21, 108:23,109:11, 119:12,121:14, 132:12,132:21, 140:17,144:19, 145:1,145:21, 146:2,147:15, 151:13,156:20, 157:11,158:9, 159:22, 162:3,162:5, 170:22,170:23, 189:4,189:15, 193:14

it's [42] - 21:13,31:15, 34:5, 45:9,45:15, 46:9, 54:1,56:18, 57:6, 57:15,57:21, 59:21, 65:8,67:1, 80:14, 90:17,93:6, 109:14, 111:11,116:23, 117:1,117:14, 119:14,125:1, 127:9, 131:9,132:13, 136:13,137:20, 138:18,146:3, 147:16, 151:4,157:9, 165:15,165:20, 165:24,166:22, 174:23,187:1, 194:3, 195:14

items [11] - 23:18,30:19, 31:17, 61:13,

24

61:23, 62:13, 62:17,64:8, 65:15, 77:7,77:9

its [24] - 4:6, 8:3,10:14, 11:24, 12:1,12:3, 12:11, 56:7,57:2, 57:10, 102:19,102:20, 107:3, 132:3,150:20, 157:17,160:11, 162:17,172:14, 176:20,183:8, 184:13, 188:4

itself [14] - 33:13,35:13, 51:7, 65:22,66:17, 71:6, 71:11,71:15, 100:13,116:10, 175:5,176:18, 185:7, 187:2

IVR [15] - 20:10,55:11, 56:7, 57:15,68:7, 68:9, 104:1,104:4, 113:4, 113:8,113:11, 118:17,119:7, 137:13

JJ [1] - 2:2James [2] - 2:11, 6:9james.stetson@

state.ma.us [1] - 2:14January [7] - 5:2,

5:11, 125:18, 130:12,130:16, 131:1, 158:16

Joan [2] - 1:13, 4:16job [3] - 71:16,

120:6, 121:9jobs [2] - 97:1, 102:9join [4] - 142:1,

143:10, 143:12,143:19

joined [3] - 29:5,142:8, 143:14

joint [2] - 7:13, 67:9Jr [3] - 12:2, 12:19,

13:8JR [2] - 12:7, 197:4July [3] - 118:21,

118:23, 136:24jump [2] - 174:19,

176:2June [2] - 64:13,

66:1jurisdictions [1] -

53:21Just [8] - 8:10,

34:19, 54:18, 60:1,


132:3, 147:24,157:15, 194:10

just [42] - 9:18, 9:20,9:22, 10:5, 19:7,25:17, 26:14, 34:24,38:17, 45:2, 46:10,50:9, 53:10, 59:6,63:10, 63:11, 66:2,68:20, 71:3, 72:3,77:5, 80:8, 87:15,95:14, 97:21, 98:13,98:14, 100:1, 121:23,129:14, 140:17,169:12, 169:24,174:10, 174:19,175:3, 175:12, 176:2,177:15, 189:13,193:12, 195:11

justification [1] -167:24

justify [1] - 52:13

KKeegan [2] - 2:16,

7:7keep [1] - 175:3Kensington [1] -

36:3Kevin [1] - 66:5key [8] - 69:2, 69:17,

70:21, 71:24, 79:7,116:15, 179:13,181:16

kind [6] - 35:15,91:8, 104:8, 111:12,118:14, 167:18

kinds [2] - 91:5, 93:1knew [1] - 171:7know [60] - 31:1,

38:15, 39:17, 41:5,43:9, 44:20, 45:17,58:14, 58:20, 65:10,66:19, 67:22, 68:1,69:21, 76:1, 76:21,81:15, 81:19, 82:6,84:5, 84:8, 84:9,84:11, 84:23, 85:2,90:1, 92:10, 92:23,93:19, 93:20, 94:1,94:2, 94:9, 99:14,100:10, 110:4, 111:9,119:18, 120:2,124:21, 130:1, 132:3,132:19, 137:20,145:22, 147:22,148:1, 148:20, 149:9,151:2, 165:7, 165:11,

173:16, 178:1,179:18, 180:3,186:19, 187:14,191:9, 194:3

knowledge [12] -30:7, 40:11, 40:14,40:20, 40:21, 40:22,43:3, 58:19, 89:4,93:16, 107:18, 164:13

known [1] - 36:1Koepnick [2] - 1:12,

4:14KOEPNICK [65] -

4:3, 6:3, 6:14, 6:24,7:10, 7:18, 8:24, 9:2,9:19, 10:1, 10:9,10:17, 12:5, 12:10,16:8, 24:20, 25:10,25:19, 26:23, 51:21,54:18, 59:9, 59:12,63:23, 66:4, 73:18,73:21, 79:18, 79:23,80:3, 80:10, 81:6,83:16, 86:22, 96:5,108:16, 117:18,120:10, 120:14,122:20, 122:24,123:2, 123:5, 138:21,139:3, 139:8, 143:23,144:2, 144:8, 144:11,148:17, 149:2, 149:5,161:6, 161:8, 165:2,166:4, 166:6, 182:8,182:13, 182:16,187:8, 192:7, 192:10,195:16

Kopelman [2] - 2:20,6:22

KPI [4] - 69:16,70:15, 70:20, 70:21

KPIs [1] - 70:18kV [1] - 155:15

Llabor [1] - 140:15lack [2] - 85:5, 98:24lag [1] - 58:7laid [3] - 39:23, 71:7,

72:5LAMBERT [99] -

12:8, 13:13, 14:15,19:18, 19:22, 20:2,20:5, 20:8, 28:3, 28:5,28:7, 28:9, 43:19,43:24, 44:9, 44:14,44:17, 44:23, 52:19,60:1, 60:6, 96:7,

96:12, 96:15, 96:18,97:8, 97:20, 98:5,98:9, 98:20, 99:3,99:16, 100:1, 101:21,102:1, 102:12,102:17, 102:22,103:7, 103:13,104:11, 104:16,104:21, 105:10,107:11, 113:8,113:12, 113:15,113:20, 114:2, 114:6,114:9, 114:15,114:22, 117:24,118:6, 118:10, 119:9,119:12, 125:15,125:19, 125:23,126:2, 126:13,126:20, 127:17,127:22, 128:3,128:10, 129:13,129:15, 129:20,130:1, 130:5, 130:20,131:9, 132:1, 133:3,133:7, 133:11,133:16, 133:19,133:21, 134:2, 134:4,134:7, 134:11,134:14, 134:17,134:19, 134:24,135:5, 135:7, 135:10,135:14, 136:2, 136:6,137:17, 197:5

Lambert [17] - 13:11,13:13, 14:14, 15:8,15:21, 16:5, 19:15,28:2, 43:16, 96:3,101:19, 103:4, 107:7,113:3, 117:22,126:11, 133:1

Lambert's [1] -100:10

land [1] - 97:12land-line [1] - 97:12Lane [5] - 2:7, 12:21,

13:4, 13:10, 13:19large [13] - 9:23,

78:18, 103:19, 118:4,127:4, 127:18,139:19, 140:2, 140:5,142:17, 142:21,156:22, 184:15

largely [1] - 114:3last [10] - 111:23,

123:1, 128:1, 128:7,129:6, 131:2, 165:7,170:5, 173:2, 175:15

late [1] - 165:16

later [3] - 78:21,87:24, 117:5

Laura [2] - 1:12, 4:14Laws [4] - 4:12, 6:4,

10:21, 11:12lawyer [1] - 27:18lead [1] - 24:3leaders [1] - 23:14learn [1] - 24:9learned [6] - 21:20,

22:21, 60:24, 84:24,96:23, 174:4

least [3] - 35:15,64:21, 103:2

leave [1] - 59:17leaves [2] - 154:11,

161:22LeBoeuf [3] - 2:2,

5:24, 6:1led [2] - 85:2, 85:3left [1] - 4:16length [1] - 90:4lengthy [1] - 104:8less [1] - 121:14lessons [6] - 21:20,

22:21, 24:10, 84:24,96:23, 174:4

lessons-learned [1]

- 174:4let [5] - 86:9, 92:8,

107:15, 146:3, 148:8Let [1] - 89:11let's [3] - 43:9, 145:7,

189:1Let's [19] - 11:22,

24:20, 59:9, 59:12,73:18, 73:21, 79:23,80:3, 120:11, 123:2,123:5, 143:23,148:16, 161:6, 161:8,166:6, 182:13, 192:7,192:10

LETOURNEAU [160]

- 12:8, 13:7, 14:13,18:18, 18:22, 19:2,19:6, 19:9, 27:3, 27:5,27:7, 27:9, 28:16,35:22, 36:9, 36:14,36:16, 37:3, 37:15,37:17, 37:21, 37:24,38:2, 38:8, 38:13,38:17, 38:21, 48:15,48:21, 49:2, 49:6,49:9, 49:11, 49:13,50:12, 50:15, 50:21,50:24, 61:11, 86:15,86:18, 87:2, 87:9,

25

87:13, 89:6, 139:12,139:16, 139:20,140:3, 140:22, 141:3,141:17, 142:12,142:15, 143:10,143:16, 143:18,146:7, 146:12,146:16, 146:19,146:22, 147:5, 147:8,147:11, 147:20,149:13, 149:20,149:23, 150:3, 150:6,150:9, 150:12,150:15, 150:18,151:17, 152:3, 152:6,152:10, 152:16,152:19, 152:22,153:2, 153:9, 153:19,154:6, 154:17,154:19, 155:4, 155:7,155:13, 155:19,155:23, 156:3, 156:6,156:9, 157:2, 157:11,158:15, 158:20,158:23, 159:3, 159:9,159:16, 159:20,160:9, 160:14,160:24, 161:13,161:17, 162:3, 162:9,162:13, 162:16,162:19, 162:22,163:5, 163:10,163:14, 163:16,163:18, 163:22,164:1, 164:6, 164:9,164:13, 164:18,165:4, 165:9, 165:13,166:13, 166:18,167:8, 167:12,167:14, 167:17,168:7, 168:15,168:18, 169:18,169:23, 170:4, 170:8,171:14, 172:9,172:12, 172:15,172:17, 172:20,172:23, 173:1, 173:5,173:10, 173:15,173:19, 174:6,175:19, 176:1,178:22, 197:5

Letourneau [30] -13:5, 13:8, 14:10,15:8, 15:22, 16:5,18:15, 27:2, 28:14,35:18, 39:16, 48:6,50:9, 61:5, 62:9,73:11, 83:10, 86:9,


139:10, 144:15,146:5, 149:9, 149:18,153:6, 158:12,162:20, 166:9, 168:4,170:5, 175:18

level [34] - 32:10,33:2, 51:14, 62:19,63:1, 67:7, 77:5,92:19, 115:19, 124:2,151:22, 168:13,168:17, 169:13,169:14, 170:10,170:11, 170:16,170:18, 171:1, 171:2,171:5, 171:8, 171:21,174:16, 175:17,177:8, 182:6, 184:18,195:2

levels [3] - 22:22,169:19, 180:16

leveraged [4] - 57:6,57:7, 57:8, 57:10

leveraging [2] - 56:2,186:22

Liberty [5] - 2:7,12:21, 13:3, 13:10,13:19

life [9] - 96:13, 98:3,99:1, 99:14, 99:24,102:15, 102:20,102:23, 103:1

life-or-death [1] -99:1

life-support [6] -98:3, 99:14, 99:24,102:15, 102:20, 103:1

light [1] - 151:4LIGHT [1] - 1:10Light [7] - 2:5, 2:9,

4:8, 5:22, 15:16,46:13, 189:2

lightning [3] - 72:11,78:23, 161:20

like [38] - 9:4, 9:21,26:6, 32:1, 33:20,33:24, 37:1, 37:10,44:11, 44:17, 45:9,45:10, 50:18, 54:14,60:19, 62:8, 65:7,67:9, 71:12, 72:17,73:12, 78:14, 80:8,86:10, 89:23, 97:15,99:23, 107:8, 114:2,115:17, 127:5,135:16, 137:18,148:20, 149:21,175:16, 179:10, 189:4

Like [3] - 67:17,

70:14, 118:23liked [1] - 84:21likely [3] - 43:14,

73:8, 124:15limb [2] - 154:7,

162:7limbs [2] - 161:15,

161:23limited [6] - 7:1, 7:4,

8:12, 114:1, 157:3,157:12

line [27] - 30:1, 59:5,81:4, 83:2, 85:11,85:12, 85:14, 86:13,87:18, 87:21, 88:3,88:6, 88:9, 88:16,88:24, 94:19, 95:7,97:12, 117:19,118:22, 135:18,150:1, 154:23, 157:4,180:2, 182:9, 182:12

lines [33] - 64:10,87:6, 87:7, 91:4, 93:4,93:7, 93:11, 93:14,93:24, 94:21, 94:23,95:4, 95:10, 103:24,111:18, 111:22,118:3, 118:19,118:22, 119:2, 134:3,135:12, 135:22,136:5, 136:9, 136:13,136:22, 137:10,137:11, 137:16,137:21, 137:22,157:23

Lines [5] - 52:5,53:2, 54:10, 158:22,160:8

link [1] - 188:19linked [2] - 50:4,

51:6list [12] - 7:14, 79:11,

79:15, 97:10, 98:19,99:13, 99:16, 99:21,103:2, 144:24, 145:2,145:7

listed [3] - 123:12,141:10, 141:22

lists [1] - 153:10little [9] - 52:20,

53:16, 77:12, 81:7,110:15, 121:12,121:13, 121:18,184:17

live [10] - 32:6, 34:4,34:7, 93:14, 94:1,94:3, 94:7, 94:12,

165:23living [2] - 165:14,

166:10LLC [1] - 1:23LLP [3] - 2:2, 2:16,

7:7lobbying [2] -

142:17, 142:18local [27] - 22:8,

23:12, 66:23, 82:18,85:11, 85:19, 88:5,88:15, 89:8, 90:8,90:22, 91:1, 91:23,93:3, 99:8, 100:20,101:12, 101:18,151:1, 164:18,171:18, 175:1,175:12, 177:4, 177:8,182:5, 194:4

Local [1] - 6:19locally [2] - 101:5,

171:17locate [1] - 122:19located [6] - 36:3,

39:7, 41:12, 41:15,43:20, 142:19

location [5] - 55:21,92:6, 95:10, 157:6,195:6

locations [17] - 38:6,38:9, 39:5, 39:7,41:13, 42:18, 91:3,91:4, 94:13, 94:14,95:4, 95:5, 95:7,117:13, 120:1, 133:5,190:22

lodging [1] - 140:17log [3] - 91:22, 92:1,

92:2logic [2] - 129:24,

155:7logistical [2] - 36:23,

174:22logistics [9] - 19:14,

32:2, 37:9, 78:17,179:11, 184:20,189:14, 189:15,189:17

long [9] - 88:6, 88:7,88:16, 89:3, 132:5,135:18, 145:18,146:2, 181:4

longer [7] - 64:7,78:6, 79:8, 87:21,112:3, 137:6, 137:7

longer-term [1] -79:8

look [39] - 33:24,45:9, 51:18, 52:4,57:21, 61:6, 62:20,65:7, 66:11, 68:3,69:1, 69:2, 69:16,72:2, 74:12, 76:21,101:19, 102:10,104:9, 106:21,106:24, 125:5,128:11, 128:24,129:1, 129:2, 129:6,131:15, 131:17,134:5, 136:8, 157:20,165:24, 170:9, 176:4,177:6, 183:22, 194:13

looked [6] - 124:21,125:2, 128:21,132:14, 136:10,157:16

Looking [4] - 150:4,150:10, 150:13,163:15

looking [21] - 33:20,50:16, 55:23, 63:17,73:13, 77:6, 83:1,92:14, 105:5, 105:8,106:9, 109:22,110:14, 117:19,122:21, 149:14,163:22, 182:9,184:22, 193:15,193:18

looks [4] - 45:10,50:18, 123:17, 123:22

losses [1] - 138:7lot [14] - 30:11,

31:10, 60:24, 72:20,76:16, 80:11, 91:14,92:11, 131:11,150:22, 171:15,173:23, 176:16,181:22

lots [2] - 91:24, 92:1Louis [1] - 13:18lower [1] - 151:12lowest [3] - 154:15,

154:22lunch [2] - 120:11,

120:15Lunch [1] - 120:13Lunenberg [22] -

2:23, 3:4, 3:9, 5:13,6:17, 6:23, 7:15, 8:24,24:24, 29:17, 82:3,82:14, 82:20, 83:23,84:11, 92:10, 106:17,108:8, 112:8, 112:16,195:21

26

MM [1] - 3:1Madam [6] - 143:21,

144:9, 166:2, 182:20,192:5, 195:13

made [12] - 32:4,60:10, 62:14, 84:1,88:9, 101:7, 136:21,138:6, 164:11,165:21, 175:2, 194:12

magnitude [6] - 22:3,22:20, 40:7, 42:17,60:14, 80:18

main [2] - 142:18,157:4

Main [1] - 3:2maintenance [4] -

19:11, 33:13, 46:16,47:7

major [7] - 23:2,23:6, 47:3, 116:22,120:7, 184:7, 185:9

majority [3] - 76:14,101:10, 117:6

make [20] - 34:24,48:4, 55:16, 75:22,79:7, 79:14, 80:14,82:6, 97:8, 120:3,132:7, 138:20,165:22, 167:6, 172:2,174:24, 180:5,184:17, 190:1, 191:19

makes [2] - 14:23,166:15

making [5] - 35:16,62:6, 75:23, 101:11,183:6

MAMA [1] - 187:3manage [4] - 78:17,

179:12, 182:5, 189:19managed [1] - 46:19Management [4] -

23:9, 30:12, 47:17,62:3

management [39] -13:23, 17:7, 17:12,23:20, 23:23, 24:1,24:15, 33:10, 33:11,33:12, 33:13, 37:8,43:11, 43:14, 47:6,47:8, 47:12, 48:17,48:19, 56:5, 56:6,117:16, 121:4,121:21, 123:11,150:20, 150:24,151:9, 159:5, 159:12,


175:5, 175:15, 176:7,180:9, 180:21,181:14, 189:12

manager [15] -39:17, 44:11, 53:20,85:24, 138:19, 151:1,164:19, 166:18,167:6, 167:9, 167:13,167:23, 175:13, 177:9

managers [5] - 79:3,83:4, 85:19, 120:24,171:18

managing [2] -160:3, 184:15

mandated [2] -66:21, 67:19

manner [2] - 56:18,114:20

manual [1] - 127:21many [23] - 22:13,

24:4, 46:14, 53:22,82:8, 94:10, 95:12,111:24, 117:18,134:21, 135:21,135:22, 136:9,142:20, 145:14,145:16, 146:20,147:6, 147:9, 159:17,159:23, 182:9, 188:23

March [4] - 5:18,6:16, 48:8, 121:6

Mark [7] - 13:13,15:7, 15:21, 16:4,85:20, 167:14, 167:15

MARK [2] - 12:8,197:4

mark [1] - 183:24marked [2] - 7:18,

109:22MARS [3] - 103:5,

103:17Martha [1] - 6:9Mass [2] - 10:21,

11:11MASSACHUSETTS

[1] - 1:2Massachusetts [18] -

1:8, 1:24, 2:4, 2:13,2:18, 2:22, 3:2, 3:7,6:4, 8:5, 36:5, 49:8,67:23, 106:15,109:21, 147:3,173:22, 190:23

matched [1] - 191:12material [4] - 9:23,

37:10, 140:15materials [2] - 9:13,

10:20math [1] - 134:24mathematics [1] -

135:11matter [10] - 4:4,

4:18, 7:13, 8:12, 9:3,10:18, 21:23, 34:8,84:23, 124:19

matters [5] - 7:22,8:6, 11:20, 26:7,53:21

maximum [5] -124:14, 133:22,133:24, 134:8, 134:12

may [39] - 9:12, 10:6,11:18, 12:10, 25:19,50:1, 53:10, 53:11,53:19, 56:10, 58:23,60:7, 70:9, 83:20,86:1, 89:13, 91:20,93:15, 95:3, 95:4,109:15, 110:15,111:5, 129:11, 131:2,131:15, 131:16,140:3, 148:2, 148:3,151:6, 157:5, 167:2,169:1, 174:19, 177:9,182:19

May [11] - 1:8, 4:1,7:24, 8:8, 8:19, 16:2,34:21, 51:3, 51:19,158:19, 196:13

maybe [2] - 74:2,174:21

mayor [1] - 42:10mayor's [1] - 82:8MBA [2] - 28:13,

47:23McGuire [1] - 13:15me [47] - 4:16, 5:24,

6:10, 7:9, 15:5, 35:19,38:5, 39:2, 41:9, 43:6,43:7, 43:16, 44:19,46:6, 52:5, 57:23,66:12, 69:3, 83:21,86:9, 89:7, 89:11,90:10, 90:11, 92:8,100:16, 102:18,112:11, 113:11,113:16, 114:10,122:19, 126:16,128:3, 131:9, 137:3,139:17, 141:1, 146:3,148:8, 153:6, 160:5,167:22, 167:24,168:19, 181:18,188:12

Meabh [2] - 2:3, 5:24

mean [16] - 32:1,35:3, 61:14, 66:14,68:5, 70:5, 70:13,93:6, 99:1, 110:2,119:6, 169:20,176:14, 183:2, 194:2,194:6

meaning [2] - 56:10,183:11

means [4] - 114:11,154:9, 169:24, 171:21

meant [3] - 57:23,170:22, 170:23

measure [2] - 70:15,124:9

measured [3] -124:3, 124:7, 124:12

measurement [2] -123:19, 123:21

measurements [1] -124:17

measures [1] -123:13

mechanical [1] -28:19

mechanism [2] -115:9, 116:8

media [5] - 39:19,42:1, 42:7, 89:17,111:9

meeting [7] - 23:15,162:24, 163:3,163:20, 164:8,164:12, 171:18

meetings [3] - 42:9,82:7, 105:3

MEISSNER [75] -12:7, 12:19, 14:4,15:6, 15:14, 15:20,16:3, 16:12, 16:16,16:21, 17:1, 17:6,21:15, 27:11, 27:13,27:15, 27:17, 28:18,39:4, 39:11, 39:14,39:22, 40:4, 40:13,40:18, 40:24, 41:7,50:1, 51:3, 51:5, 52:8,52:12, 53:7, 55:3,55:8, 55:14, 55:18,56:1, 56:17, 57:9,57:12, 57:20, 58:2,58:8, 58:12, 58:18,59:22, 60:13, 83:8,85:19, 88:4, 88:8,88:14, 88:18, 88:23,89:4, 93:6, 93:15,95:1, 100:18, 111:14,

113:1, 138:3, 138:8,138:12, 138:17,139:5, 147:24,148:13, 149:7,157:15, 160:16,174:19, 194:10, 197:4

Meissner [16] -12:16, 12:19, 13:24,15:2, 15:7, 15:21,16:4, 16:9, 17:2,21:12, 27:10, 28:17,39:1, 54:9, 55:23,138:2

Meissner's [1] -112:20

member [9] - 43:13,43:14, 100:14,140:24, 141:13,141:20, 142:2, 142:4,143:11

members [13] -61:10, 61:13, 76:2,76:3, 83:3, 83:4, 83:5,83:7, 83:9, 121:20,143:7, 144:22, 167:10

membership [7] -141:22, 142:14,142:15, 143:3,144:17, 144:18,145:19

memorandums [1] -163:2

memory [1] - 191:22mentioned [3] - 77:2,

111:4, 143:12merger [1] - 114:17merit [1] - 188:1MERRICK [17] - 25:8,

25:14, 26:2, 48:12,54:20, 55:1, 66:2,81:8, 96:6, 100:3,108:17, 108:24,117:21, 120:19,122:21, 143:21, 197:8

Merrick [4] - 2:11,6:12, 25:9, 26:4

message [3] -104:12, 105:12,130:24

messages [9] -105:7, 106:23,106:24, 107:19,113:4, 113:5, 113:9,113:10, 113:13

messaging [1] -115:13

met [3] - 83:3, 83:10,

27

158:24meter [8] - 56:12,

58:3, 59:16, 59:19,60:5, 128:1, 128:7,129:18

meter-reading [1] -59:19

metering [2] - 17:11,52:7

meters [6] - 58:14,59:7, 59:15, 59:19,59:20, 60:3

method [3] - 126:9,156:10, 157:9

methodology [1] -127:15

metric [8] - 69:8,70:12, 70:13, 70:14,71:10, 71:20, 124:16

metrics [30] - 68:23,68:24, 69:2, 69:4,69:9, 69:18, 69:24,70:2, 70:16, 70:24,71:2, 71:4, 71:7,71:11, 71:13, 71:22,72:4, 72:8, 72:9,72:13, 72:24, 73:3,122:7, 122:9, 122:15,124:6, 125:1, 125:9,159:7, 159:14

mid [1] - 187:3Mid [1] - 187:10mid-Atlantic [1] -

187:3Mid-Atlantic [1] -

187:10middle [2] - 72:24,

111:12might [20] - 33:21,

52:2, 62:8, 65:19,65:20, 71:16, 72:17,72:23, 82:5, 84:6,88:24, 92:16, 92:21,93:22, 95:18, 98:18,124:15, 125:5,159:17, 166:24

Might [1] - 10:5mile [1] - 158:7miles [5] - 95:10,

95:11, 95:12, 151:23million [1] - 77:1mimic [1] - 178:19minimize [3] - 162:3,

162:4, 162:6minimized [1] -

127:10minimum [2] -


124:14, 154:15minor [1] - 167:17minute [4] - 73:19,

74:9, 174:20, 182:13minutes [8] - 58:5,

58:6, 58:7, 79:24,80:1, 143:12, 153:22,163:4

model [6] - 77:19,126:17, 126:21,126:22, 127:8, 128:10

modern [1] - 48:24modifications [1] -

32:4module [2] - 77:16,

77:19moment [6] - 59:10,

91:23, 91:24, 109:7,166:2, 192:6

Monday [1] - 1:8monitor [1] - 56:8monitoring [11] -

146:21, 146:22,147:13, 168:13,168:17, 169:4,169:19, 170:10,170:16, 171:1, 174:16

monitoring-level [1]

- 174:16month [6] - 59:16,

60:5, 60:6, 60:8,129:23, 131:2

month's [1] - 129:22monthly [2] - 59:19,

59:24months [1] - 162:17more [43] - 23:1,

23:11, 39:6, 42:21,44:10, 51:11, 51:15,52:21, 52:23, 55:16,56:13, 67:20, 68:13,77:11, 90:7, 90:12,91:15, 91:16, 96:20,98:15, 100:6, 110:15,111:17, 117:18,125:21, 131:7,138:22, 145:24,154:3, 154:10,157:22, 158:4, 158:8,167:21, 175:10,180:23, 184:13,184:18, 185:8, 193:4,193:8, 195:9

More [1] - 73:8morning [5] - 4:3,

5:21, 8:10, 26:3,145:9

Most [3] - 30:8,34:17, 175:2

most [17] - 31:18,57:14, 61:9, 61:12,76:24, 80:16, 97:11,128:23, 148:3, 151:6,154:23, 165:24,180:16, 181:16,182:1, 194:4, 194:8

Mostly [1] - 21:9motion [5] - 4:6,

7:20, 10:19, 10:22,11:6

move [9] - 7:20,10:5, 11:22, 24:20,62:24, 81:3, 96:1,171:20, 191:9

moved [2] - 157:8,170:14

moving [7] - 21:9,30:9, 30:15, 67:12,169:4, 169:5, 183:3

[email protected][1] - 2:5

MR [29] - 5:21, 6:8,6:22, 7:6, 7:8, 8:22,9:1, 9:11, 9:20, 10:3,10:4, 10:16, 48:10,48:13, 144:6, 144:9,144:12, 144:14,148:20, 149:4, 165:5,166:2, 182:11,182:20, 183:10,183:13, 192:5,195:13, 197:9

Mr [97] - 11:2, 12:1,12:16, 12:23, 13:5,13:11, 13:16, 13:24,14:5, 14:10, 14:14,14:16, 14:18, 15:2,16:9, 17:2, 17:15,18:15, 19:15, 20:13,21:12, 26:17, 27:2,27:10, 27:18, 28:2,28:10, 28:14, 28:17,28:24, 34:18, 34:23,35:3, 35:18, 38:17,38:21, 39:1, 39:16,39:18, 41:9, 43:12,43:16, 44:17, 44:24,48:6, 50:9, 54:9,55:23, 59:13, 61:5,62:9, 73:11, 80:6,81:5, 81:9, 82:23,86:9, 89:7, 93:19,96:3, 100:10, 101:19,103:4, 107:7, 108:3,112:18, 112:20,

113:3, 115:4, 117:22,120:20, 122:23,123:7, 126:11, 133:1,138:2, 139:10, 144:3,144:15, 146:5, 148:7,149:9, 149:18, 153:6,158:12, 162:20,166:9, 168:4, 170:5,175:18, 178:5, 180:6,182:8, 182:22,194:19, 195:23

MS [96] - 4:3, 6:3,6:14, 6:24, 7:10, 7:17,7:18, 8:24, 9:2, 9:19,10:1, 10:9, 10:17,12:4, 12:5, 12:10,12:13, 12:15, 14:22,15:9, 15:15, 15:23,16:6, 16:8, 24:18,24:20, 25:8, 25:10,25:14, 25:19, 26:2,26:23, 48:12, 51:21,54:18, 54:20, 54:23,55:1, 59:9, 59:12,63:23, 66:2, 66:4,73:18, 73:21, 79:18,79:23, 80:3, 80:10,81:6, 81:8, 83:16,86:22, 96:5, 96:6,100:3, 108:16,108:17, 108:23,108:24, 117:18,117:21, 120:10,120:14, 120:19,122:20, 122:21,122:24, 123:2, 123:5,138:21, 139:3, 139:8,143:21, 143:23,144:2, 144:8, 144:11,148:17, 149:2, 149:5,161:6, 161:8, 164:3,165:2, 166:4, 166:6,182:8, 182:13,182:16, 187:8, 192:7,192:10, 195:16,197:7, 197:8

much [14] - 56:22,64:22, 77:11, 100:12,117:1, 143:17, 158:3,158:7, 158:8, 175:10,183:24, 184:12,191:3, 194:5

Mueller [2] - 2:2,5:23

MUELLER [7] - 5:21,9:11, 9:20, 10:16,48:10, 48:13, 183:10

multiday [1] - 127:7

multiphase [2] -153:14, 153:15

multiple [11] - 68:19,69:9, 71:22, 116:19,173:24, 174:1,177:11, 182:3,184:15, 184:21, 189:5

multiple-region [1] -184:21

multiregional [2] -181:1, 182:6

municipal [7] -23:12, 81:10, 88:13,92:4, 93:13, 99:23,100:17

municipalities [1] -81:19

municipality [1] -85:2

municipals [1] -167:1

must [2] - 179:8,188:2

muster [1] - 22:2mutual [9] - 37:6,

141:2, 141:8, 141:9,141:13, 143:9,186:21, 188:18,188:20

Mutual [5] - 103:5,140:24, 141:4, 141:6,187:11

mutual-assistance[2] - 186:21, 188:18

mutually [1] - 63:6My [18] - 4:14, 12:19,

12:20, 12:21, 13:1,13:3, 13:7, 13:9,13:13, 13:14, 13:18,20:8, 25:8, 31:2,36:18, 37:3, 43:24,137:3

my [36] - 4:16, 5:23,6:9, 30:19, 37:17,38:24, 39:24, 40:14,40:19, 41:2, 41:13,41:21, 46:13, 47:10,53:19, 59:14, 77:5,78:12, 88:14, 94:15,107:16, 121:5, 125:1,130:8, 149:15,168:20, 175:20,180:20, 186:19,187:15, 191:8,191:10, 191:22,195:14

myself [1] - 83:9

28

NN [3] - 2:17, 4:2,

197:1name [20] - 4:14,

5:23, 6:9, 12:17,12:19, 12:23, 13:1,13:6, 13:7, 13:11,13:13, 13:17, 13:18,25:8, 112:20, 114:16,142:6, 147:4, 175:16,187:16

national [2] - 123:24,158:2

National [34] - 6:16,8:4, 23:9, 29:4, 29:9,29:13, 30:12, 30:22,46:11, 46:13, 46:17,46:18, 46:24, 47:2,47:10, 47:16, 47:17,62:2, 68:1, 72:19,180:20, 180:21,184:8, 184:11,184:23, 185:3, 185:4,185:8, 190:14,190:19, 193:3, 193:7,193:21, 193:23

Nationally [1] - 49:12natural [2] - 21:24,

22:19nature [7] - 71:9,

72:6, 84:21, 91:13,91:17, 148:6, 167:18

near [4] - 53:7,57:24, 58:6

nearing [1] - 64:17nearly [1] - 121:8necessarily [3] -

75:19, 97:21, 187:5necessary [3] -

55:12, 55:15, 65:19need [43] - 11:20,

25:21, 26:13, 34:1,42:18, 48:24, 53:13,54:6, 63:9, 65:3,68:12, 72:21, 79:2,83:13, 98:14, 98:21,102:8, 120:7, 124:23,135:23, 140:16,141:12, 145:7,154:10, 166:11,167:22, 167:24,168:11, 168:16,169:11, 170:15,171:23, 175:7, 176:3,178:2, 178:17, 180:2,181:20, 189:16,190:3, 191:9, 192:19,


195:3needed [9] - 69:14,

91:4, 101:15, 180:24,182:7, 184:17, 191:5,192:15, 195:9

needs [5] - 11:17,36:21, 42:6, 168:1,185:21

neighborhood [2] -92:5, 113:7

Nelson [2] - 1:21,4:19

NEMA [2] - 34:12,186:24

never [6] - 22:1,93:12, 95:22, 157:9,157:11, 169:19

new [29] - 30:10,31:4, 31:5, 31:14,33:23, 33:24, 40:8,44:23, 45:14, 61:1,80:12, 80:19, 81:3,88:11, 88:12, 88:16,89:2, 102:3, 153:3,153:14, 153:20,154:21, 166:20,174:12, 177:17,177:24, 178:20,186:14, 187:6

New [20] - 2:8, 12:22,13:4, 13:10, 13:15,13:19, 35:24, 36:3,43:21, 46:15, 49:10,106:1, 119:20,140:24, 141:4, 141:9,147:3, 169:9, 171:5,171:7

newly [1] - 102:23next [15] - 7:9, 30:24,

31:20, 38:15, 41:4,43:8, 53:5, 77:10,112:9, 129:18,133:20, 134:5,170:18, 178:14

NIMS [9] - 30:12,33:8, 33:9, 34:21,47:17, 66:24, 67:11,177:14, 183:4

No [41] - 10:3, 17:22,18:22, 19:22, 27:1,27:3, 27:7, 27:9,27:15, 27:17, 27:19,27:21, 27:23, 28:1,28:3, 28:5, 28:7, 28:9,32:10, 35:7, 42:16,44:9, 49:6, 49:13,55:14, 64:5, 79:19,99:16, 110:4, 113:8,

113:20, 118:10,141:17, 142:15,143:10, 146:16,155:13, 169:23,173:19, 180:11,187:24

no [31] - 10:4, 11:5,20:20, 40:5, 60:18,64:5, 68:22, 80:21,87:14, 87:21, 95:9,95:13, 97:17, 107:2,141:12, 143:4, 153:4,156:15, 156:19,162:23, 163:1,167:20, 168:11,168:16, 169:11,170:15, 171:12,173:11, 186:11,195:24, 196:4

noise [1] - 14:24none [2] - 66:7,

151:20nonunion [1] -

122:14nor [3] - 22:2, 50:4,

143:2normal [6] - 59:2,

95:3, 103:23, 110:8,126:23, 133:5

normally [3] - 52:13,57:16, 59:7

Northern [2] - 136:8,136:11

not [160] - 16:16,18:22, 19:22, 25:23,26:9, 26:13, 26:18,26:22, 27:1, 27:3,27:7, 27:9, 27:11,27:15, 28:5, 31:13,33:21, 37:19, 38:2,38:8, 38:23, 39:23,40:21, 44:9, 44:23,45:1, 45:11, 49:9,49:11, 49:13, 49:24,50:3, 50:7, 50:12,51:6, 52:11, 55:14,56:4, 56:6, 56:13,56:17, 57:8, 57:9,57:10, 58:2, 58:18,59:21, 62:18, 63:5,65:12, 67:19, 71:1,71:21, 72:3, 75:2,75:18, 79:13, 81:24,82:9, 82:20, 83:20,84:20, 85:1, 85:3,85:7, 86:5, 87:13,89:6, 90:16, 91:21,91:22, 92:12, 92:24,

94:1, 94:7, 95:8,95:17, 97:3, 98:3,98:9, 98:12, 99:3,100:11, 100:18,102:1, 102:3, 102:4,107:11, 109:14,109:17, 109:19,110:11, 110:24,111:5, 111:11,111:21, 112:2, 113:8,113:20, 115:8, 116:8,116:19, 116:21,116:24, 118:7,119:18, 122:10,125:9, 126:20, 127:6,128:23, 129:13,131:12, 131:16,132:6, 132:12,132:20, 136:2, 146:9,146:16, 147:8,147:11, 147:14,151:8, 153:13, 154:5,154:8, 154:12, 157:2,157:7, 157:12,157:13, 159:6,159:13, 161:13,165:9, 166:22, 167:8,169:21, 170:1,170:21, 172:18,173:19, 174:6,175:19, 180:11,180:22, 182:4, 187:1,187:23, 188:21,189:3, 193:10,193:14, 195:4, 195:18

Not [2] - 60:2, 153:2notably [1] - 151:6note [5] - 7:10, 9:20,

10:5, 11:3, 66:2nothing [1] - 24:18notice [11] - 5:14,

6:3, 7:24, 9:22,108:22, 147:17,148:2, 148:3, 148:4,148:5, 171:22

notified [1] - 24:21November [6] -

45:24, 46:3, 65:2,75:11, 77:24, 179:24

now [26] - 8:13, 9:22,9:24, 31:8, 33:20,40:2, 49:14, 55:22,63:20, 66:9, 80:1,86:7, 110:14, 112:18,114:16, 114:17,115:12, 118:23,134:5, 142:22,155:17, 177:22,

179:4, 183:5, 186:1,186:15

Now [3] - 26:15,189:8, 193:17

NSTAR [4] - 2:19,7:6, 8:4, 8:11

NSTAR's [2] - 8:15,8:18

number [45] - 33:19,42:8, 42:9, 52:22,65:22, 82:7, 84:4,88:10, 88:11, 88:12,88:20, 89:2, 90:5,100:21, 103:23,118:19, 121:10,121:17, 125:20,127:18, 127:24,128:7, 128:16,129:11, 132:10,133:23, 134:1, 134:3,134:8, 138:15,139:14, 148:14,148:16, 151:6,151:12, 151:21,160:12, 164:4, 165:3,165:21, 167:2, 178:9,192:22, 194:14

numbers [12] -78:18, 97:11, 97:12,106:23, 118:23,122:23, 127:11,129:4, 131:12,150:19, 166:10

numbers... [1] -65:23

OO [1] - 4:2O&M [1] - 123:17oath [1] - 25:4object [1] - 9:11Objection [1] -

183:10objection [6] - 8:9,

8:14, 8:17, 8:18, 10:3,10:4

objections [4] - 9:9,11:6, 195:24, 196:4

objective [4] - 45:19,65:11, 75:9, 75:11

objectives [5] -32:24, 34:10, 70:8,73:3, 191:21

observer [1] - 34:16observers [1] - 34:11obtain [2] - 174:24,

193:10

29

obtaining [5] - 56:12,58:16, 193:4, 193:8,194:23

obvious [1] - 52:11Obviously [2] - 35:8,

63:8obviously [8] -

33:17, 54:7, 77:10,90:4, 110:7, 110:11,176:9, 194:8

occur [11] - 38:15,41:4, 46:2, 56:4,65:13, 108:7, 118:18,130:12, 147:12,169:21, 176:23

occurred [7] - 30:24,31:20, 43:8, 171:13,171:15, 174:17,188:23

occurring [2] - 78:9,178:10

occurs [3] - 72:9,171:16, 180:5

OF [2] - 1:2, 1:3Of [1] - 192:18of [749] - 1:7, 2:10,

2:23, 4:5, 4:7, 4:15,4:18, 4:22, 5:4, 5:5,5:8, 5:10, 5:12, 5:13,5:14, 5:17, 5:22, 6:8,6:17, 6:18, 6:22, 7:21,7:23, 8:4, 8:19, 9:13,9:15, 9:22, 9:23, 9:24,10:1, 10:7, 10:9,10:19, 10:23, 11:4,11:15, 11:17, 11:24,12:12, 13:2, 13:8,13:14, 13:22, 14:24,15:7, 15:12, 15:15,15:20, 16:4, 16:14,17:3, 17:20, 18:8,18:13, 18:14, 18:20,19:20, 20:7, 20:8,20:18, 21:6, 21:7,21:16, 22:3, 22:4,22:14, 22:20, 22:22,22:24, 23:2, 23:5,23:6, 23:13, 23:15,23:21, 23:24, 24:7,24:14, 24:15, 24:22,24:23, 28:11, 28:15,28:18, 28:23, 29:6,29:7, 29:12, 29:15,29:21, 29:23, 30:8,30:11, 30:18, 31:3,31:6, 31:7, 31:9,31:10, 31:11, 31:23,32:6, 32:16, 33:5,


33:9, 33:13, 33:19,33:23, 34:4, 34:8,34:21, 35:7, 35:9,35:13, 35:15, 35:24,36:5, 36:8, 36:12,36:21, 37:6, 37:19,38:22, 39:4, 39:6,40:1, 40:7, 40:14,40:18, 40:24, 41:13,42:2, 42:8, 42:9,42:11, 42:14, 42:17,42:18, 43:13, 43:14,44:18, 45:8, 45:23,46:12, 46:14, 46:15,46:16, 46:18, 47:2,47:3, 47:4, 47:6, 47:9,47:11, 48:7, 48:16,48:23, 49:7, 49:16,50:8, 50:18, 51:9,51:10, 52:3, 52:13,52:14, 52:15, 52:22,52:23, 52:24, 53:1,53:3, 53:9, 53:20,53:24, 54:4, 54:13,55:5, 55:6, 55:9,55:11, 55:12, 55:19,55:21, 55:24, 56:3,56:15, 56:21, 56:22,57:14, 57:17, 58:5,58:7, 59:5, 60:11,60:14, 60:17, 60:20,60:21, 60:24, 61:2,61:3, 61:9, 61:10,61:12, 61:13, 61:21,62:13, 62:16, 62:18,62:23, 63:4, 63:7,64:7, 64:10, 64:19,65:2, 65:11, 65:18,65:21, 65:22, 66:6,66:7, 66:12, 66:14,66:22, 67:2, 67:4,68:3, 68:4, 68:7,68:17, 69:4, 69:18,69:24, 70:7, 70:10,70:15, 70:18, 70:19,71:4, 71:8, 71:19,72:5, 72:10, 72:11,72:13, 72:20, 72:21,72:22, 72:24, 73:15,73:23, 74:15, 74:19,74:22, 74:24, 75:3,75:10, 75:24, 76:1,76:2, 76:7, 76:11,76:13, 76:14, 76:16,76:20, 77:9, 77:10,77:11, 77:15, 77:22,77:24, 78:3, 78:15,78:18, 79:2, 79:3,

79:11, 79:12, 79:15,79:16, 79:17, 80:5,80:11, 80:12, 80:17,81:4, 81:10, 81:11,81:16, 82:1, 82:7,82:8, 83:13, 83:22,84:1, 84:4, 84:5,84:13, 84:18, 84:21,84:22, 84:23, 84:24,85:5, 85:6, 85:23,85:24, 87:3, 87:10,87:13, 88:10, 88:21,88:24, 89:1, 89:5,89:19, 89:20, 89:22,90:3, 90:4, 90:5, 90:6,90:12, 90:13, 90:17,90:21, 90:24, 91:3,91:4, 91:5, 91:8,91:13, 91:14, 91:16,91:22, 91:24, 92:1,92:2, 92:6, 92:7,92:10, 92:11, 92:17,92:18, 92:19, 92:20,92:23, 93:1, 93:2,93:4, 93:16, 93:18,93:19, 94:4, 94:16,94:18, 94:19, 94:21,94:23, 95:1, 95:6,95:7, 95:11, 95:20,95:23, 96:9, 96:23,97:2, 97:17, 98:6,98:7, 98:21, 98:23,99:1, 99:13, 99:14,99:18, 99:21, 99:22,100:7, 100:8, 100:12,100:14, 100:23,101:10, 102:14,102:19, 102:20,102:22, 103:4, 103:7,103:9, 103:12,103:20, 103:23,104:8, 104:9, 104:13,104:24, 106:4,106:14, 106:23,107:3, 107:9, 107:10,107:15, 107:16,107:18, 108:6,108:18, 108:22,109:13, 110:2, 110:5,110:8, 110:9, 110:12,110:16, 110:18,110:19, 110:22,110:23, 111:6,111:12, 112:4, 112:9,113:4, 113:22, 114:5,114:7, 114:20, 115:1,115:6, 115:11,115:17, 115:23,

116:7, 116:18,116:20, 116:22,116:24, 117:4, 117:6,117:10, 117:14,117:15, 117:17,118:8, 118:14,118:19, 119:5, 120:2,120:4, 120:16,120:17, 121:1, 121:7,121:20, 122:5, 122:7,122:8, 122:9, 122:10,122:13, 122:14,123:1, 123:20, 124:2,124:6, 124:7, 124:10,124:13, 124:20,124:24, 125:6,125:11, 125:17,125:18, 125:20,126:15, 126:23,127:10, 127:19,127:24, 128:7,128:16, 128:20,129:4, 129:11,129:22, 129:23,130:7, 130:10,130:11, 130:13,130:21, 131:6,131:12, 132:10,132:21, 133:9,133:23, 134:1, 134:3,134:8, 135:11,135:14, 135:24,136:4, 136:9, 136:11,136:12, 137:1, 137:9,137:14, 137:23,138:9, 138:14,138:15, 139:1, 139:7,139:14, 139:23,140:12, 140:14,140:15, 140:16,140:17, 140:24,141:1, 141:11,141:12, 141:13,141:14, 141:20,141:21, 142:1,142:10, 142:14,142:16, 142:17,142:21, 143:8,143:12, 144:7,145:12, 145:16,145:18, 146:14,146:17, 147:4,147:11, 147:18,147:23, 148:6, 148:9,149:10, 149:14,149:15, 150:5,150:22, 151:3, 151:9,151:13, 151:18,

151:20, 151:21,151:22, 152:1, 152:5,152:13, 153:5,153:21, 154:9,154:24, 156:8,156:10, 156:17,157:4, 157:9, 157:18,157:19, 158:10,158:11, 158:16,159:1, 159:13,159:14, 159:24,160:1, 160:4, 160:11,160:12, 160:23,161:18, 161:24,162:1, 162:4, 162:18,162:24, 163:6,163:15, 163:17,163:22, 164:1, 164:5,164:24, 165:17,165:21, 166:16,166:18, 166:21,167:1, 167:8, 167:9,167:10, 167:11,167:13, 167:18,167:20, 167:23,168:11, 169:9,170:14, 170:17,170:22, 171:5, 171:8,171:15, 172:3, 172:6,172:7, 172:21, 173:8,173:12, 173:13,173:20, 173:23,174:7, 174:8, 174:10,174:11, 174:12,174:20, 174:22,175:2, 175:9, 175:21,176:5, 176:6, 176:10,176:16, 176:20,177:13, 177:19,178:9, 178:13, 179:8,179:21, 179:23,180:8, 180:17,180:21, 181:16,181:18, 181:19,181:22, 182:18,183:5, 183:11, 184:4,184:13, 184:19,184:21, 185:11,186:2, 186:9, 186:13,186:14, 186:20,187:2, 187:15, 188:2,188:6, 188:9, 189:7,189:12, 189:24,190:4, 190:5, 190:14,190:18, 191:17,192:4, 192:12,192:13, 192:22,194:1, 194:4, 194:14,

30

194:17, 195:2, 195:6,195:19, 195:20,195:22, 196:12

Off [1] - 166:4off [15] - 59:9, 59:11,

73:18, 73:20, 109:15,123:2, 123:4, 143:23,161:6, 161:7, 166:5,169:4, 192:6, 192:7,192:9

offer [1] - 21:16offered [1] - 50:6Office [1] - 2:10office [3] - 85:23,

90:8, 100:22officer [12] - 4:17,

12:21, 26:8, 26:11,26:14, 40:1, 40:18,40:23, 43:15, 116:3,116:4, 196:10

Officer [8] - 1:12,1:13, 143:21, 144:10,166:3, 182:21, 192:5,195:13

officers [1] - 4:15offices [3] - 35:24,

92:5, 142:18officials [19] - 22:9,

23:13, 23:14, 23:15,42:7, 85:10, 86:12,87:11, 88:13, 89:17,89:22, 91:1, 91:23,93:13, 99:24, 100:10,175:1

offset [2] - 53:11,54:3

often [1] - 91:7Okay [5] - 61:17,

80:10, 102:12,115:21, 163:14

okay [2] - 69:6,178:11

OMS [44] - 48:2,48:19, 49:1, 49:4,49:7, 49:16, 50:2,50:6, 50:8, 50:10,50:13, 50:19, 51:2,51:8, 51:10, 51:14,51:15, 52:11, 52:13,55:13, 55:16, 55:19,57:2, 57:6, 57:9,57:18, 60:16, 61:4,65:4, 65:9, 68:7, 68:9,76:22, 115:1, 115:19,116:21, 117:6,117:12, 132:8,132:17, 132:21


On [15] - 5:13, 5:21,6:8, 8:8, 48:14, 48:16,54:10, 73:23, 105:13,105:20, 105:24,151:18, 152:17,177:1, 192:1

on [225] - 1:8, 4:6,4:16, 4:21, 5:2, 5:11,5:12, 5:18, 6:16, 7:22,7:24, 8:12, 8:19, 9:2,10:5, 10:7, 10:21,11:19, 11:22, 14:20,15:13, 16:2, 21:18,22:5, 23:8, 24:20,29:11, 30:6, 31:8,34:24, 35:7, 35:11,36:4, 37:4, 38:18,39:7, 40:13, 41:17,43:3, 49:23, 52:13,52:14, 52:22, 52:24,53:4, 53:16, 54:10,55:4, 55:9, 56:7,56:21, 56:24, 58:21,59:7, 59:12, 59:15,59:18, 60:3, 60:5,60:8, 65:3, 65:10,69:16, 70:3, 70:10,71:10, 71:19, 72:2,72:3, 72:10, 73:3,73:4, 73:6, 73:12,73:21, 75:12, 77:20,80:3, 81:3, 81:4, 82:1,83:2, 84:4, 84:9,84:15, 85:9, 85:12,86:6, 87:17, 88:14,91:10, 92:6, 92:13,96:1, 98:8, 98:18,99:16, 100:11, 101:2,101:7, 101:14,101:16, 103:1,104:18, 105:1, 105:6,105:10, 106:3,106:10, 106:11,106:14, 106:17,106:20, 107:18,108:3, 108:7, 108:8,108:19, 109:4, 109:5,109:18, 111:7,112:16, 112:20,113:2, 113:6, 116:12,117:5, 118:13,119:14, 120:14,121:21, 122:5, 123:5,123:16, 123:19,123:20, 123:21,124:2, 126:8, 128:13,128:19, 128:22,128:23, 129:6, 129:7,

129:8, 131:17,131:18, 132:18,136:9, 136:11,136:15, 136:20,137:17, 137:24,140:6, 144:2, 145:2,146:10, 146:23,147:20, 147:21,148:6, 149:17,152:20, 153:16,153:19, 153:24,154:1, 154:3, 154:6,154:12, 154:22,154:24, 155:9,155:10, 157:22,158:10, 159:6,159:14, 160:8, 161:8,161:22, 162:4,162:24, 164:10,165:5, 165:13, 166:6,166:15, 168:9, 169:7,169:10, 170:16,171:3, 171:5, 171:22,171:24, 175:2,176:11, 176:12,176:15, 176:23,182:6, 182:16,183:24, 184:6,184:23, 186:2, 186:3,188:16, 190:3, 190:8,191:24, 192:3,192:10, 192:23,194:19, 195:8, 196:13

on-call [1] - 188:16once [12] - 58:10,

58:17, 59:16, 60:5,60:6, 60:8, 88:8,88:18, 101:3, 165:15,166:15, 194:2

Once [2] - 58:12,99:16

one [56] - 4:14, 15:3,25:17, 25:19, 35:24,45:6, 68:17, 68:20,79:2, 80:9, 80:22,84:24, 88:19, 92:10,92:23, 96:23, 97:24,98:20, 99:6, 103:20,104:12, 106:14,116:6, 119:17,120:11, 120:15,123:1, 123:15, 125:7,127:7, 128:18,132:21, 133:14,135:8, 138:22,140:18, 143:8, 154:6,160:1, 163:20, 167:1,170:20, 171:3,

175:19, 181:9,181:18, 186:3,187:15, 188:6, 188:9,189:3, 189:21,191:17, 192:6, 195:11

One [11] - 1:7, 2:13,10:18, 50:3, 63:23,95:1, 97:9, 107:14,117:21, 152:13, 166:2

one-foot [1] - 154:6one-hour [2] -

120:11, 120:15ones [2] - 142:22,

175:23ongoing [5] - 24:5,

33:12, 63:7, 78:7,178:21

only [19] - 7:19, 8:12,14:19, 31:13, 52:1,57:12, 97:3, 111:14,115:9, 116:8, 118:18,125:4, 131:12,140:24, 148:2,172:21, 173:16,174:15, 181:1

opening [1] - 5:3operate [2] - 177:8,

181:3operating [11] -

12:20, 36:1, 36:18,40:1, 40:18, 40:23,151:20, 152:10,170:22, 185:22

operation [7] -19:11, 20:9, 20:10,20:11, 42:21, 94:8,186:1

operational [14] -17:7, 17:10, 22:3,39:15, 52:15, 52:16,53:3, 53:6, 56:11,56:19, 56:21, 63:18,91:17, 100:9

operational-type [1]

- 63:18operations [21] -

13:9, 31:3, 42:9,46:15, 47:5, 82:17,86:14, 87:11, 100:7,100:15, 102:19,106:1, 107:17,111:16, 113:24,164:19, 166:19,167:6, 167:9, 167:13,181:14

opinion [8] - 130:3,147:17, 159:17,180:12, 183:7,

183:14, 185:19,194:21

opportunity [2] -21:15, 45:11

opposed [1] - 175:4optimism [1] -

110:16option [2] - 104:2,

130:13or [119] - 4:9, 8:18,

9:18, 16:10, 16:13,16:14, 17:16, 17:19,17:20, 18:16, 18:19,18:20, 19:16, 19:19,19:20, 20:14, 20:18,25:12, 25:16, 25:21,26:9, 29:8, 34:12,35:8, 35:14, 41:11,42:20, 46:22, 49:4,50:8, 52:11, 54:1,56:15, 60:23, 62:4,63:11, 63:18, 64:10,65:20, 67:23, 73:17,75:18, 78:22, 78:23,82:21, 83:4, 83:22,84:2, 84:19, 85:16,90:8, 90:9, 91:4,91:11, 92:3, 92:21,93:4, 93:13, 94:1,94:13, 95:8, 96:16,97:2, 97:23, 98:10,98:24, 99:1, 101:22,102:4, 111:2, 119:10,119:11, 119:14,122:10, 126:7,126:18, 130:14,131:15, 132:8,132:20, 135:19,135:22, 136:4, 138:6,140:4, 140:10, 142:7,143:4, 143:6, 146:10,147:3, 148:2, 151:12,151:23, 152:21,153:13, 155:1, 157:9,161:15, 165:18,166:21, 167:2, 168:3,168:13, 168:17,168:22, 173:8,173:12, 173:13,175:11, 178:24,179:3, 187:23

Oracle [1] - 65:20order [7] - 5:3, 8:15,

11:15, 61:3, 79:12,147:21, 159:21

ordinary [1] - 110:13organization [14] -

22:23, 24:14, 31:15,

31

32:13, 33:2, 45:21,47:19, 47:20, 62:5,62:20, 75:11, 116:6,145:14, 180:16

original [1] - 154:19originally [1] - 42:23Osborne [2] - 1:18,

4:24Other [1] - 78:4other [62] - 10:2,

24:4, 25:15, 26:13,50:4, 54:4, 57:3,60:18, 63:13, 65:3,65:20, 67:22, 71:15,72:20, 76:7, 84:9,89:9, 95:2, 95:20,97:14, 98:3, 102:14,106:24, 107:4,119:17, 119:24,121:20, 125:10,127:2, 132:8, 138:6,141:1, 141:9, 144:21,146:13, 151:5,156:22, 158:6, 160:4,160:22, 162:7,165:19, 166:16,166:21, 167:10,169:8, 169:9, 171:7,172:3, 172:4, 173:12,173:13, 181:14,184:6, 186:20, 187:4,187:16, 188:23,190:22, 194:9

others [10] - 22:11,40:22, 43:6, 48:4,68:9, 72:15, 116:14,119:24, 131:14,132:18

Otherwise [1] -26:11

our [104] - 8:22, 22:5,22:10, 22:13, 22:18,22:22, 22:24, 23:5,24:3, 24:5, 24:7,24:11, 24:13, 24:16,35:23, 36:1, 36:18,37:5, 37:7, 37:8,38:18, 42:18, 51:10,51:12, 60:15, 68:12,69:22, 71:17, 75:1,75:8, 84:22, 85:22,85:23, 85:24, 86:4,87:3, 88:15, 89:20,95:16, 95:23, 96:18,96:23, 99:10, 99:18,100:22, 101:1, 101:5,102:3, 103:21, 104:3,104:22, 104:24,


110:12, 113:23,114:12, 114:13,116:20, 118:17,118:20, 119:22,126:6, 127:9, 128:10,128:21, 130:9,130:17, 136:7,137:11, 137:13,138:18, 141:12,141:22, 141:24,143:3, 143:4, 143:6,146:22, 147:2,150:23, 153:19,157:6, 157:21, 158:1,158:5, 165:17, 167:3,169:2, 171:8, 171:19,172:3, 172:4, 173:20,174:7, 174:9, 188:16,191:5, 191:12,191:13, 192:3, 193:13

Our [1] - 100:19out [48] - 38:22,

39:23, 44:3, 45:1,60:18, 60:20, 60:22,61:21, 63:16, 65:5,69:7, 69:19, 71:7,72:5, 81:22, 82:5,96:17, 99:11, 99:12,99:15, 100:16,100:24, 102:7, 102:8,107:24, 108:2,110:12, 115:14,115:17, 116:24,117:8, 117:9, 119:10,125:24, 126:10,129:22, 130:7,130:24, 132:5,132:11, 142:23,155:16, 157:4, 159:1,169:7, 177:17

outage [32] - 17:12,22:6, 22:10, 22:12,23:19, 30:24, 38:14,41:4, 43:8, 48:17,48:19, 50:6, 52:17,56:3, 56:5, 56:6, 56:8,57:3, 57:13, 57:24,96:10, 98:1, 98:22,104:2, 104:3, 114:20,117:16, 118:5, 119:5,129:17, 133:6, 151:3

outage-detection [1]

- 57:13outage-

management [2] -17:12, 56:6

outages [10] - 52:18,55:21, 56:8, 56:14,

57:14, 97:18, 139:18,139:19, 140:1, 140:2

outcome [3] - 138:9,138:12, 139:1

outgoing [3] - 89:16,89:18, 90:13

outlets [1] - 89:20outlines [1] - 169:15outperforming [1] -

121:9output [1] - 77:15outset [6] - 48:3,

52:23, 52:24, 60:17,93:8, 100:23

outside [2] - 22:14,141:12

Over [1] - 42:3over [12] - 26:7,

29:13, 30:1, 41:14,46:19, 77:1, 88:19,112:16, 135:2,136:14, 145:2, 193:23

overall [10] - 17:7,18:12, 33:1, 39:15,72:21, 116:2, 161:5,182:4, 186:2, 191:15

overestimatation [1]

- 129:17overflow [12] -

103:15, 103:22,104:1, 118:8, 118:17,119:2, 119:6, 119:7,119:23, 120:2,137:13, 137:24

overloaded [1] -87:20

overnight [1] - 106:4oversee [1] - 24:1overtrunk [1] -

136:22overview [2] - 21:16,

34:21overwhelm [1] -

137:11overwhelmed [1] -

60:16own [5] - 4:6, 22:13,

101:5, 119:22, 143:1owner [1] - 75:24owners [2] - 76:2,

76:4owns [1] - 75:17oxygen [1] - 98:23

PP [3] - 4:2, 12:7,

197:4P.C [1] - 2:20p.m [5] - 105:13,

105:16, 105:20,105:24, 196:6

pace [1] - 134:20page [14] - 48:10,

53:2, 54:23, 108:3,108:22, 109:22,114:7, 134:5, 152:17,152:20, 164:4, 165:2,168:9, 185:15

Page [21] - 50:17,52:1, 52:3, 54:10,55:5, 74:15, 83:1,85:9, 104:9, 105:6,106:10, 109:5, 114:5,151:18, 152:12,158:21, 160:8, 164:3,168:5, 168:7, 168:8

PAGES [1] - 1:1Pages [8] - 48:7,

48:12, 51:18, 54:15,55:2, 55:5, 55:9,73:15

pages [4] - 48:14,48:16, 48:20, 73:23

Paige [2] - 2:20, 6:23pandemic [3] - 34:8,

47:13, 70:7panel [14] - 11:24,

24:19, 24:23, 25:12,25:15, 25:20, 26:3,48:1, 73:12, 100:14,120:17, 125:13,132:19, 195:19

panel's [1] - 17:3panelists [1] - 25:15Paragraph [7] - 61:7,

61:8, 62:10, 63:5,66:12, 68:22, 70:23

paragraph [11] -55:24, 57:22, 70:2,83:1, 85:9, 109:12,110:1, 138:14,151:19, 168:9, 168:10

parallel [1] - 63:6Parekh [2] - 1:20,

4:20part [15] - 29:15,

37:19, 50:8, 75:24,102:22, 120:2, 122:8,141:1, 150:4, 165:17,166:21, 174:11,184:13, 186:14, 187:2

Part [4] - 32:16,61:21, 87:3, 115:6

participant [1] - 7:2participants [2] -

7:4, 7:12participate [5] -

34:15, 36:6, 36:11,39:9, 192:24

participated [2] -42:7, 42:8

participation [1] -24:7

particular [13] -45:12, 48:3, 53:17,62:21, 62:24, 72:1,75:17, 145:18, 157:6,160:24, 161:3, 169:6,182:4

particularly [3] -42:8, 132:4, 153:21

parties [8] - 6:15,7:1, 7:12, 7:24, 21:21,24:9, 195:17, 196:1

parts [5] - 92:18,95:20, 166:16, 172:3,174:8

party [2] - 6:5, 8:12passed [1] - 53:4passive [2] - 96:16,

96:20past [3] - 80:23,

180:20, 184:6Paul [2] - 1:18, 4:23Pause [1] - 109:9pay [6] - 130:10,

130:14, 130:15,130:18, 131:18,144:19

payment [1] - 121:4payout [1] - 122:13PC [1] - 6:23peak [7] - 60:21,

136:9, 136:10,136:11, 137:14,137:23

peaks [2] - 137:14,137:24

peer [2] - 123:18,124:3

pending [5] - 35:10,138:10, 138:16,139:1, 168:20

Pennsylvania [1] -189:2

people [27] - 22:14,41:1, 45:12, 45:13,45:22, 81:22, 82:12,85:4, 86:3, 88:15,92:9, 92:24, 93:1,

32

99:22, 101:7, 101:17,111:10, 111:11,111:13, 111:16,120:4, 171:22,171:23, 177:19,177:22, 179:22

per [13] - 82:1,119:14, 119:15,123:15, 123:17,128:15, 128:16,133:9, 133:13,134:21, 135:4,147:10, 177:4

per-call [1] - 119:15perceive [3] - 77:8,

179:8, 181:23percent [2] - 60:21,

75:3percentage [1] -

142:17perform [6] - 97:3,

146:9, 154:3, 157:5,174:6, 174:7

performance [13] -5:17, 8:4, 17:9, 60:11,69:3, 69:17, 70:21,71:24, 121:22, 122:9,124:23, 188:4, 188:8

performed [4] - 37:2,128:19, 174:1, 195:7

performing [1] - 11:2performs [1] -

150:20perhaps [9] - 34:22,

58:5, 73:7, 95:11,110:24, 122:18,131:15, 146:1, 148:5

period [18] - 11:14,11:17, 41:14, 53:15,53:23, 54:8, 58:5,60:23, 82:4, 88:24,107:6, 123:18,131:14, 133:12,136:9, 136:14,141:21, 147:18

periods [1] - 94:4Perlmutter [2] - 1:14,

4:18person [9] - 48:4,

63:23, 75:14, 75:18,75:19, 75:20, 85:1,115:12, 116:1

personal [2] - 58:18,89:4

personally [2] -87:13, 161:13

personnel [31] -


22:8, 34:2, 34:3,62:14, 62:17, 67:8,75:13, 78:18, 81:17,84:5, 84:9, 84:11,84:14, 84:18, 85:22,86:2, 86:14, 87:12,88:2, 89:8, 90:22,92:4, 93:4, 100:17,103:18, 107:8,107:17, 119:3,119:24, 169:16,171:10

perspective [2] -185:22, 185:23

pertaining [1] - 51:9petition [3] - 8:11,

8:15, 8:18petitions [1] - 5:15phase [23] - 45:7,

63:20, 64:17, 153:1,153:4, 153:13,153:14, 153:15,153:23, 154:1, 154:2,154:3, 154:4, 155:4,155:5, 155:9, 155:15,155:16, 155:18,155:20, 156:1,156:13, 157:22

Phase [7] - 61:9,64:5, 64:8, 64:12,64:18, 71:18

phased [5] - 32:8,54:12, 168:12, 169:3,170:1

phased-in [1] - 169:3phases [10] - 63:2,

63:16, 63:22, 64:2,64:3, 64:11, 66:7,95:21, 116:22, 117:16

phone [11] - 20:10,57:19, 86:13, 87:6,87:7, 88:9, 88:10,97:7, 97:9, 135:12,165:20

phones [1] - 120:5phrase [1] - 61:12pick [3] - 117:8,

188:11, 189:20picked [2] - 110:19,

117:5picture [1] - 111:1piece [10] - 61:15,

64:18, 76:10, 76:20,77:10, 137:9, 186:1,186:7, 189:21, 194:1

pieces [6] - 63:12,77:20, 79:9, 179:17,

186:5, 188:19pinpoint [1] - 55:20place [14] - 5:11,

5:12, 38:4, 80:24,84:3, 90:15, 119:12,120:10, 126:3, 127:8,173:20, 176:10,180:14, 195:17

Place [1] - 2:13placing [1] - 84:13plan [88] - 25:14,

31:16, 32:11, 32:12,32:15, 33:13, 33:16,33:24, 34:4, 37:8,39:21, 39:23, 42:22,44:24, 45:5, 45:8,45:14, 51:10, 51:13,61:20, 64:14, 64:15,65:1, 65:6, 66:16,66:17, 69:13, 71:15,75:1, 77:3, 77:4, 77:5,77:11, 77:13, 77:17,77:23, 79:7, 79:8,79:10, 80:15, 80:20,80:21, 80:24, 87:4,100:19, 101:12,102:3, 146:14,164:21, 164:22,165:13, 165:18,165:24, 166:1,166:20, 166:21,166:23, 167:3, 167:7,167:11, 168:1,170:21, 172:3, 172:7,172:13, 173:7,173:20, 173:23,174:2, 174:8, 174:21,174:22, 174:23,176:17, 176:20,179:2, 179:15,179:19, 179:21,179:23, 180:4, 182:4,185:6, 186:14,187:13, 190:1, 190:4

planned [1] - 42:20planning [13] -

22:22, 24:4, 32:3,46:18, 47:10, 47:13,47:14, 118:7, 146:9,146:15, 186:7, 187:19

plans [10] - 23:8,47:3, 64:19, 69:20,69:23, 75:9, 100:19,120:3, 184:17

platform [1] - 51:14plaw.com [1] - 2:23Please [7] - 12:11,

25:24, 63:24, 117:9,

138:24, 144:11,192:11

please [75] - 5:20,6:7, 6:20, 7:5, 12:6,12:16, 12:23, 13:5,13:11, 13:16, 15:5,15:18, 18:8, 19:7,21:6, 21:12, 25:6,25:16, 25:22, 26:10,26:16, 26:23, 35:19,41:9, 43:16, 48:4,48:11, 51:18, 55:22,66:2, 79:14, 81:6,82:15, 98:17, 100:4,102:10, 104:9,104:17, 112:18,114:19, 117:10,123:7, 127:13, 138:9,138:20, 139:6,139:10, 140:21,144:16, 148:19,149:1, 149:4, 149:19,151:15, 152:8, 153:6,156:7, 158:18,158:22, 159:9, 162:8,162:20, 162:21,163:10, 163:17,164:2, 168:5, 168:8,168:9, 172:9, 172:16,172:24, 178:5, 180:6,190:17

Plett [1] - 6:13plus [1] - 152:24point [23] - 5:19,

9:15, 10:11, 29:5,38:21, 64:2, 64:22,65:7, 77:21, 102:7,102:8, 103:16, 111:1,116:18, 144:20,171:21, 176:5, 176:6,183:6, 194:6, 194:8,195:12, 195:14

pointed [1] - 99:9points [4] - 81:23,

84:7, 84:10, 84:12Poisson [1] - 135:24POISSON [1] -

135:24pole [2] - 154:23,

154:24police [1] - 101:22policies [2] - 47:6,

47:12policy [10] - 56:24,

153:5, 153:11,155:14, 158:12,159:5, 159:12, 167:5,167:8

poll [1] - 59:15portion [3] - 40:24,

130:10, 144:7portions [1] - 31:7pose [1] - 97:13position [8] - 21:13,

39:24, 40:15, 40:17,60:15, 180:10,180:12, 180:22

positional [1] - 40:19positions [2] - 46:14,

82:13positive [1] - 190:7possible [5] - 49:4,

50:13, 111:24, 140:7,160:21

possibly [1] - 122:20post [4] - 24:11,

82:18, 105:9, 175:11post-event [1] -

105:9post-storm [2] -

24:11, 175:11postpone [1] - 54:5Postponing [1] -

54:6potential [6] - 52:6,

52:8, 106:5, 118:2,125:8, 171:24

potentially [2] -52:17, 187:22

Power [13] - 1:15,1:17, 4:19, 4:20, 4:21,4:23, 46:13, 142:2,142:8, 143:11,143:13, 143:14, 189:2

power [14] - 22:17,56:15, 58:10, 58:12,58:17, 105:11,105:14, 110:2, 111:7,111:13, 117:10,129:11, 129:23, 130:7

practice [6] - 11:13,67:1, 67:18, 156:24,157:7, 157:14

practiced [1] -157:12

practices [2] - 30:19,186:19

pre [2] - 169:15,183:18

pre-emergency [1] -169:15

pre-event [1] -183:18

precede [1] - 50:10precedent [2] -

33

11:13, 21:24precluded [1] -

158:10predicted [1] -

151:24preemergency [2] -

169:20, 171:11prefer [1] - 69:16prefiled [3] - 13:24,

17:24, 18:24preliminary [1] -

26:7premarked [6] -

15:3, 15:4, 15:9,15:17, 15:24, 16:7

preparation [8] - 4:7,5:4, 5:6, 5:16, 8:4,169:16, 169:21,171:12

preparations [3] -35:16, 47:15, 183:19

prepare [2] - 44:1,168:20

prepared [11] - 12:2,16:10, 17:16, 18:16,19:16, 20:14, 86:9,115:4, 120:12, 138:2,138:13

preparedness [1] -33:11

preparing [3] -172:4, 173:8, 178:12

preprogrammed [1]

- 126:3prerequisite [1] -

50:8presence [1] - 82:10present [4] - 6:21,

11:24, 12:1, 21:17presentations [1] -

163:3presented [1] - 21:13president [7] - 12:20,

13:2, 46:15, 46:16,46:17, 47:4, 47:9

press [2] - 42:10,82:8

prestage [1] - 189:11prestaging [1] -

188:17prestorm [2] - 146:9,

149:12pretty [2] - 194:5,

195:1prevalent [1] -

184:13prevent [1] - 78:8


previous [2] - 33:22,155:8

previously [15] -33:22, 42:20, 45:6,47:21, 61:19, 62:1,74:24, 78:5, 80:9,83:24, 109:3, 179:21,180:19, 184:4, 186:23

priced [1] - 119:10Prichard [1] - 3:7primaries [1] - 110:9primarily [5] - 18:9,

36:19, 167:19,174:22, 174:23

primary [19] - 24:14,89:18, 106:15, 108:6,110:2, 110:7, 110:23,111:6, 111:18,111:21, 154:7,154:20, 155:1,156:11, 156:20,177:23, 181:18,187:15, 187:16

prior [23] - 35:16,51:2, 55:12, 98:10,103:2, 125:24,128:24, 129:1,133:24, 134:18,137:2, 153:4, 153:11,155:14, 165:16,171:16, 172:7,172:13, 180:10,182:23, 189:11,193:20, 193:23

Prior [3] - 46:10,53:5, 172:11

prioritized [3] -31:17, 78:11, 78:19

prioritizing [1] -179:6

priority [6] - 79:12,79:16, 91:11, 99:13,99:21, 100:16

privy [2] - 107:16,183:18

proactive [2] - 98:8,98:11

proactively [2] -96:24, 103:1

probably [15] - 39:6,46:9, 61:2, 78:5, 86:2,100:6, 111:10,111:16, 145:2,145:21, 177:22,178:23, 182:6, 183:5,185:8

problem [2] - 77:15,

182:2problematic [1] -

80:17problems [4] - 87:10,

91:4, 111:19, 112:4procedural [6] -

5:15, 5:18, 6:16, 7:22,10:18, 11:20

procedure [15] -94:2, 94:17, 94:20,96:24, 97:13, 98:9,99:19, 102:24,104:22, 119:17,119:19, 126:5, 126:6,187:5

procedures [21] -30:10, 31:4, 31:6,31:9, 31:12, 31:24,37:7, 43:12, 47:12,67:5, 75:1, 80:12,80:19, 94:16, 95:16,107:21, 170:22,175:14, 181:5, 186:9,187:7

proceed [8] - 12:10,25:24, 48:18, 94:8,120:12, 120:18,144:8, 182:19

proceeded [2] - 51:8,95:18

proceeding [11] -14:3, 14:8, 14:19,15:13, 16:24, 18:6,19:5, 20:12, 21:4,24:8, 195:22

proceedings [4] -9:18, 21:14, 196:11,196:13

process [84] - 23:17,31:23, 32:21, 32:23,33:8, 33:21, 34:22,35:12, 35:15, 42:13,45:23, 59:19, 61:21,62:2, 62:16, 62:18,62:23, 63:1, 63:9,64:9, 65:4, 66:13,67:17, 69:4, 69:10,70:17, 70:19, 72:1,72:2, 73:9, 74:24,75:17, 75:21, 75:24,76:2, 76:4, 76:7,76:15, 77:22, 78:21,84:15, 85:1, 98:15,115:16, 116:20,117:7, 120:7, 127:21,132:13, 147:12,147:14, 164:16,169:13, 174:3, 175:6,

175:16, 175:21,176:8, 176:15,176:16, 177:6, 177:7,177:13, 178:3,178:21, 183:4, 184:3,186:4, 186:9, 186:14,187:2, 188:12,188:14, 188:16,188:18, 189:7, 189:9,190:1, 191:6, 192:19,193:12, 195:5

process-driven [1] -76:15

processes [18] -30:10, 31:14, 32:2,75:10, 76:17, 78:7,78:16, 78:24, 79:4,169:14, 175:4, 175:7,175:13, 175:23,177:15, 181:4, 191:8,191:13

produced [1] - 129:3professional [1] -

28:20proficient [1] -

184:14program [10] - 66:21,

100:13, 122:6, 122:8,122:12, 123:14,143:15, 150:21,150:24, 159:24

programs [3] - 47:7,47:8, 163:3

progress [3] - 62:6,75:23, 113:18

project [3] - 65:6,77:12, 77:23

projected [1] - 69:7projects [1] - 163:3prolonged [1] -

98:22promise [1] - 115:20prompted [2] - 51:1,

150:16prompts [1] - 171:10properly [2] - 120:5,

190:4property [2] -

138:10, 139:2proposed [2] -

152:20, 153:14protocol [6] - 33:8,

33:9, 66:24, 67:11,115:11, 115:19

protocols [2] -23:12, 67:5

proven [1] - 127:8

provide [33] - 48:10,56:10, 56:14, 56:19,58:9, 68:13, 68:18,72:19, 74:1, 78:13,81:9, 81:10, 83:11,89:15, 89:19, 90:20,92:24, 103:14, 104:2,105:16, 105:21,113:5, 113:13, 115:7,116:13, 117:16,126:4, 147:1, 154:10,156:7, 165:2, 167:24,171:18

provided [15] - 7:13,30:9, 85:10, 89:8,90:22, 106:19, 107:2,113:21, 115:18,116:12, 121:16,127:11, 141:11,161:2, 191:12

provider [2] - 147:4,147:7

provides [7] - 32:15,57:12, 67:6, 103:14,117:6, 124:8, 144:22

providing [2] - 99:5,116:2

proxy [1] - 121:14PSA [13] - 89:13,

89:18, 91:6, 91:15,105:9, 107:23, 108:4,109:4, 109:11, 112:6,113:10, 114:1

PSAs [10] - 90:23,99:6, 99:10, 104:24,105:8, 106:23, 107:3,113:23, 114:3

public [14] - 5:8, 5:9,5:11, 11:5, 18:14,41:22, 42:5, 42:6,86:12, 87:11, 89:14,89:17, 111:9, 121:15

PUBLIC [2] - 1:3, 1:6Public [2] - 1:7, 4:6pull [1] - 115:17PURCELL [13] -

7:17, 12:4, 12:13,12:15, 15:9, 15:15,15:23, 16:6, 24:18,54:23, 108:23, 164:3,197:7

Purcell [2] - 2:3, 6:1purchased [1] - 57:4purpose [2] - 87:24,

161:24purposes [4] - 7:19,

60:7, 107:15, 175:22

34

pursuant [5] - 4:12,8:2, 10:13, 10:21,11:11

Pursuant [1] - 6:3pursue [2] - 51:1,

51:6pushed [1] - 155:16put [21] - 7:22, 9:13,

61:15, 74:5, 77:11,98:18, 107:19,115:22, 115:23,130:24, 137:18,145:15, 146:3,148:11, 155:15,171:22, 173:20,178:8, 186:8, 186:12,187:12

puzzle [1] - 137:9

Qqualifications [1] -

24:3quality [8] - 9:6,

9:14, 9:18, 24:15,158:24, 159:7,159:14, 159:19

Question [1] - 100:5question [46] - 7:12,

24:24, 25:12, 25:14,25:21, 25:22, 26:10,26:12, 28:17, 36:10,50:22, 51:3, 73:11,74:3, 74:14, 80:7,83:15, 83:19, 86:10,86:19, 86:23, 89:11,90:17, 97:13, 100:2,100:15, 113:4,114:15, 115:19,118:1, 118:15,125:13, 125:23,138:13, 139:13,139:21, 140:6,147:22, 163:11,168:19, 170:5, 183:2,188:5, 192:17, 193:5

questioning [4] -24:19, 25:6, 59:5,81:4

questions [27] - 9:2,11:19, 16:17, 17:23,18:23, 19:23, 20:21,21:18, 25:12, 25:20,25:21, 26:6, 26:16,28:22, 48:1, 81:5,91:5, 91:11, 92:11,94:11, 96:1, 117:18,121:3, 123:1, 131:3,


182:9, 182:11queue [1] - 119:21queuing [1] - 135:12quickly [5] - 52:21,

52:23, 79:1, 132:9,145:9

quite [5] - 110:12,110:21, 140:14,174:2, 182:11

quote [2] - 121:8,121:9

RR [3] - 4:2, 12:7,

197:4raise [1] - 12:6ramp [1] - 169:11ramp-up [1] - 169:11rang [1] - 85:11range [2] - 58:6,

124:13rapidly [1] - 23:5rate [10] - 11:1, 53:5,

53:13, 53:15, 53:23,54:6, 54:8, 181:15

ratepayers [1] - 53:4Rates [2] - 1:18, 4:24rates [5] - 53:20,

124:1, 124:2, 135:16,136:19

Rather [1] - 110:18rather [3] - 69:2,

78:21, 127:20rationale [1] - 131:15Ray [1] - 181:21RAYMOND [2] -

12:8, 197:5Raymond [5] - 13:7,

15:8, 15:22, 16:5,83:9

rbowen@k [1] - 2:23rbowen@k-plaw.

com [1] - 2:23RDR [2] - 1:22,

196:17re [1] - 58:13reach [6] - 86:13,

88:7, 97:6, 97:9,99:15, 100:16

reached [3] - 101:24,118:4, 194:17

reaching [2] - 87:11,96:17

read [7] - 48:20,59:7, 60:3, 60:4,100:5, 129:8

reading [15] - 56:12,58:14, 59:19, 59:20,111:11, 126:7, 128:1,128:7, 128:19,128:22, 129:2, 129:6,129:7, 130:13, 130:16

readings [1] - 129:1reads [4] - 59:22,

59:23, 59:24, 129:18ready [5] - 34:5,

80:1, 120:17, 144:8,170:17

real [10] - 56:13,57:24, 58:1, 58:6,58:10, 59:6, 59:18,59:21, 60:2, 113:17

real-time [10] -56:13, 57:24, 58:1,58:6, 58:10, 59:6,59:18, 59:21, 60:2,113:17

Realistically [1] -51:10

really [24] - 32:12,39:24, 50:2, 51:11,56:22, 69:11, 69:14,69:18, 76:15, 76:16,92:18, 95:2, 115:6,123:3, 138:18,145:22, 148:6,156:19, 158:10,175:3, 175:7, 190:1,190:24, 192:3

realm [1] - 103:18reason [2] - 26:14,

164:14reasonable [3] -

126:9, 159:4, 159:11reasoning [1] -

127:14reasons [2] - 141:22,

160:22rebuttal [13] - 14:1,

14:6, 14:11, 15:20,15:23, 16:19, 17:4,52:2, 54:15, 54:19,55:1, 55:5, 55:10

recall [3] - 124:18,124:21, 175:19

received [11] - 8:10,8:14, 11:5, 21:20,40:22, 121:21,133:17, 134:15,134:20, 135:2, 135:6

receiving [2] - 9:22,129:21

recent [1] - 114:17

recently [2] - 38:22,141:23

recess [5] - 79:24,80:4, 120:13, 120:15,144:3

Recess [3] - 80:2,144:1, 182:15

recognize [3] - 22:9,86:8, 99:6

recognized [1] -101:14

recommendation [4]

- 71:1, 74:1, 75:14,75:18

Recommendation[2] - 48:17, 126:15

recommendations[34] - 21:11, 21:19,23:16, 30:15, 48:22,66:14, 68:18, 74:8,74:19, 76:12, 76:23,78:3, 78:11, 78:12,79:11, 79:15, 103:21,132:16, 141:24,163:2, 179:7, 183:21,183:23, 186:3,186:16, 187:21,188:3, 188:7, 188:10,190:6, 192:12

Recommendations[1] - 73:24

reconciled [1] -129:18

reconciliation [1] -130:12

Record [9] - 79:18,79:21, 138:21, 139:9,148:17, 149:8,197:12, 197:13,197:14

RECORD [1] -197:11

record [57] - 5:20,6:7, 7:20, 7:23, 8:3,9:13, 9:17, 9:19, 9:24,10:12, 11:5, 12:18,25:7, 25:18, 28:11,34:19, 35:1, 59:9,59:11, 59:13, 66:3,73:18, 73:20, 73:22,74:10, 79:14, 79:20,80:4, 82:15, 97:17,120:14, 123:2, 123:4,123:6, 138:18,138:20, 138:23,139:4, 143:24, 144:2,148:12, 148:19,149:6, 160:17, 161:6,

161:7, 161:9, 161:18,166:4, 166:5, 166:7,182:16, 192:6, 192:8,192:9, 192:11, 196:12

records [1] - 97:22recovery [2] - 107:9,

107:10recruiting [2] - 37:6,

42:12recruitment [1] -

36:22redacted [1] - 11:4redefine [1] - 152:14redispatch [1] -

117:12reduce [1] - 162:1reducing [1] - 56:11redundant [1] -

57:15refer [33] - 53:3,

61:5, 82:23, 86:7,89:12, 96:3, 104:6,108:11, 112:18,114:4, 114:18,117:22, 120:20,123:7, 126:11,127:13, 133:1,133:20, 138:1,139:11, 140:20,146:5, 149:18,149:21, 158:18,158:22, 160:7, 162:8,162:20, 168:5, 168:8,172:16, 172:24

reference [8] - 8:1,8:10, 9:5, 9:10, 48:11,54:24, 59:5, 141:4

referenced [1] -119:18

referencing [1] -140:4

referred [7] - 83:18,85:15, 106:14, 109:3,120:1, 156:5, 187:9

referring [8] - 54:9,71:1, 83:6, 83:17,85:8, 89:13, 108:3,135:16

Referring [7] - 49:15,125:13, 134:12,138:24, 142:9,152:12, 163:12

refers [2] - 82:18,102:13

reflect [2] - 75:6,131:19

reflected [2] - 187:5,

35

187:6Refresh [1] - 191:22refunds [1] - 138:6regarding [7] -

28:22, 60:11, 106:23,139:23, 140:6, 141:3,168:19

regards [1] - 183:8region [6] - 146:20,

169:2, 171:4, 177:4,184:21, 194:3

regional [6] - 176:13,177:9, 177:10,177:11, 182:5, 194:5

regions [3] - 180:19,182:3, 184:19

registered [1] -28:20

regular [3] - 81:20,89:21, 137:4

regulatory [2] - 6:2,53:21

reimbursements [1]

- 138:5related [15] - 17:8,

17:10, 23:22, 46:21,47:6, 51:11, 51:15,54:14, 71:6, 74:7,76:19, 77:9, 77:23,139:18, 177:23

relation [6] - 69:7,72:22, 77:8, 179:14,181:21, 191:4

relations [1] - 39:19Relative [1] - 37:24released [3] - 87:19,

109:4, 194:9relevant [2] - 31:18,

90:20reliability [7] - 17:8,

17:9, 123:19, 123:20,124:22, 125:6, 153:21

reliably [1] - 132:24relies [3] - 56:7,

58:21, 170:16relying [1] - 105:1remainder [3] - 36:5,

88:10, 195:20remaining [1] -

191:17remind [1] - 25:3Remind [1] - 112:11removal [2] - 160:3,

160:4remove [1] - 156:11removing [1] -

156:21


rendered [1] -188:21

reorganize [1] -157:21

repair [2] - 117:2,140:8

repaired [1] - 92:22repairing [1] - 92:14repeat [2] - 86:22,

193:5repeated [1] - 194:12rephrase [3] - 74:14,

148:8, 183:13rephrased [1] -

25:22replacement [2] -

87:22, 87:23Report [1] - 15:12report [43] - 15:15,

16:14, 17:4, 18:9,18:13, 19:11, 19:12,21:7, 44:19, 48:8,48:23, 61:21, 73:14,73:15, 74:20, 79:16,82:24, 87:16, 97:18,104:2, 105:6, 106:10,108:12, 108:14,108:18, 108:19,108:20, 109:18,141:24, 152:6,153:22, 163:7,163:13, 163:15,163:23, 168:5,181:10, 185:11,185:14, 185:17,185:19, 187:22, 190:7

reported [4] - 43:6,96:10, 98:1, 121:14

reporter [1] - 100:4Reporter [1] - 1:22REPORTER'S [1] -

196:9reporting [3] - 56:8,

58:14, 90:11reports [4] - 9:14,

9:18, 90:18, 163:1represent [1] - 145:3representative [1] -

130:11representatives [14]

- 44:4, 90:10, 95:6,97:2, 104:21, 105:1,107:12, 107:16,107:22, 113:17,118:12, 130:23,135:22

represented [1] -

129:4represents [1] -

162:10Request [10] - 10:24,

79:18, 79:21, 138:21,139:9, 148:17, 149:8,197:12, 197:13,197:14

request [20] - 5:15,11:18, 79:14, 79:20,120:23, 122:22,125:16, 126:14,138:4, 138:13,138:18, 138:20,139:4, 139:6, 139:14,141:19, 148:12,148:14, 149:6, 190:15

requested [1] -139:24

requesting [1] - 44:5REQUESTS [1] -

197:11requests [3] - 10:22,

98:21, 194:14require [2] - 76:15,

174:17required [8] - 50:3,

136:14, 136:20,151:13, 151:21,164:23, 175:20,192:22

requirement [2] -49:3, 167:20

Requirements [2] -1:19, 5:1

requires [2] - 174:11,174:15

requiring [2] - 151:7,151:8

reserve [2] - 9:21,10:14

reserves [1] - 24:24residential [2] -

124:1, 124:2residents [1] - 22:7resource [1] - 33:11resources [13] -

42:5, 72:19, 78:15,99:4, 125:11, 142:6,145:16, 172:4,188:14, 188:15,191:20, 195:4, 195:10

respect [4] - 48:23,84:13, 132:17, 141:19

respects [1] - 57:14respond [9] - 9:21,

9:24, 10:14, 14:7,

42:5, 73:13, 95:13,147:21, 190:4

responding [4] -17:13, 42:4, 173:8,185:9

responds [1] - 90:16Response [1] - 68:3response [122] - 4:7,

5:4, 5:6, 10:1, 10:24,19:13, 21:18, 22:3,22:8, 22:22, 23:7,31:4, 31:5, 31:19,32:11, 32:12, 32:15,32:17, 32:24, 33:1,33:16, 34:7, 34:20,35:3, 35:5, 35:11,37:8, 39:15, 41:24,42:22, 43:13, 47:2,47:13, 47:19, 49:18,55:24, 61:7, 61:20,62:3, 62:4, 62:10,64:15, 64:16, 64:19,65:1, 66:16, 68:21,69:20, 69:23, 70:24,77:17, 80:15, 81:11,86:8, 87:4, 87:16,87:17, 89:8, 90:22,93:3, 96:8, 97:16,98:2, 113:12, 114:19,114:23, 115:5, 115:6,116:10, 119:1,119:18, 121:16,122:17, 122:19,123:13, 124:8,124:15, 127:14,129:16, 130:9,130:23, 133:4, 133:8,133:17, 133:22,138:2, 138:15,139:15, 139:22,140:5, 140:23, 141:3,141:10, 141:14,142:16, 145:10,145:11, 146:6, 146:8,146:14, 148:10,148:15, 149:21,155:8, 162:10,166:20, 167:7,167:11, 168:21,172:7, 172:13, 173:3,175:11, 183:9,183:15, 184:8, 184:9,187:13, 190:8, 190:14

responses [27] -8:17, 10:6, 14:3, 14:7,14:12, 14:21, 16:15,16:23, 17:20, 18:1,18:5, 18:21, 18:24,

19:4, 19:21, 19:24,20:4, 20:19, 21:3,41:1, 41:3, 42:14,44:18, 56:9, 90:19,141:11, 194:14

responsibilities [9] -38:23, 40:14, 40:16,45:15, 47:11, 177:21,178:4, 187:15, 187:17

responsibility [13] -17:5, 20:7, 20:8, 98:7,100:8, 100:11, 116:2,125:11, 164:20,166:19, 177:23,180:15, 181:4

responsible [19] -14:2, 16:15, 17:6,17:21, 18:10, 18:11,19:8, 19:9, 19:13,20:19, 32:20, 36:16,39:14, 39:18, 42:11,47:1, 90:2, 115:13,164:21

rest [1] - 63:4restate [9] - 36:9,

100:1, 100:4, 128:3,148:18, 159:10,163:11, 172:9, 188:5

restaurants [1] -175:1

restoration [105] -22:15, 23:8, 29:1,29:14, 29:19, 29:22,29:24, 32:21, 35:20,36:7, 36:12, 36:17,36:20, 36:21, 36:22,37:1, 37:5, 38:16,39:3, 39:10, 39:13,39:17, 39:21, 39:23,40:20, 41:6, 41:10,41:20, 43:10, 43:17,43:23, 44:1, 44:21,56:15, 63:8, 63:14,69:6, 69:13, 71:22,78:14, 85:16, 85:19,85:21, 88:5, 90:1,92:7, 92:14, 95:24,100:7, 100:13, 101:8,102:16, 104:14,104:19, 105:17,105:18, 105:21,105:22, 106:1, 106:8,106:13, 106:14,106:19, 106:24,107:3, 108:6, 109:13,109:21, 110:1, 110:2,110:6, 110:20,110:24, 111:2, 111:6,

36

111:23, 112:10,113:5, 113:18,113:19, 113:22,113:23, 116:16,117:17, 126:8, 127:4,140:7, 144:17,164:18, 164:21,167:23, 171:17,173:7, 178:16,179:10, 179:14,180:3, 186:6, 189:23,191:10, 191:13,191:16, 191:21,192:21, 193:13

Restore [6] - 142:2,142:8, 143:10,143:13, 143:14,144:18

restore [10] - 22:17,95:16, 101:10,105:11, 105:14,111:17, 111:24,112:4, 140:10, 140:11

restored [13] - 58:11,58:12, 58:17, 59:2,93:9, 95:21, 101:3,101:4, 111:22, 112:3,112:23, 113:2

restoring [1] - 101:5restructured [1] -

23:22restructuring [1] -

47:18result [9] - 42:2,

122:12, 140:12,160:11, 161:23,173:20, 174:12,188:3, 188:7

resulted [2] - 22:12,194:22

results [6] - 9:6,123:22, 124:6,124:10, 124:11,124:12

resume [1] - 196:2retrospect [1] -

131:5return [1] - 123:16returned [2] - 41:16,

59:2Revenue [2] - 1:19,

5:1review [13] - 68:4,

71:18, 151:1, 151:13,161:1, 162:24, 164:7,164:11, 167:20,175:6, 181:6, 185:10,


185:16reviewed [7] -

146:13, 161:17,165:12, 165:13,165:16, 181:9, 193:17

reviewing [3] -50:19, 50:21, 184:24

reviews [4] - 166:14,167:15, 172:21,175:11

revise [1] - 126:17revised [12] - 43:11,

102:23, 126:21,131:21, 152:21,154:18, 155:2,158:16, 162:11,162:14, 165:8, 165:9

revision [5] - 115:11,164:4, 165:7, 166:10,174:12

revisions [4] - 163:8,164:10, 164:17,164:24

rewrite [2] - 31:11,64:19

RFP [2] - 23:19, 65:5RFPs [1] - 65:16Rich [1] - 194:11RICHARD [2] - 12:9,

197:5Richard [4] - 2:21,

6:22, 13:18, 16:5Right [8] - 30:23,

60:1, 61:11, 76:5,127:17, 133:16,134:19, 178:22

right [19] - 4:23,9:21, 9:24, 10:14,12:6, 14:22, 24:24,31:8, 40:2, 66:9, 77:7,133:18, 134:4,134:10, 134:11,134:13, 142:11,142:22, 186:10

rigid [1] - 170:22rings [1] - 100:21risk [2] - 23:23,

138:19Robert [3] - 2:17,

7:6, 12:1robust [2] - 184:18,

189:16Roger [1] - 47:22role [28] - 31:1, 31:2,

32:18, 36:18, 37:11,37:13, 37:16, 37:17,37:22, 38:15, 38:24,

39:20, 39:22, 40:3,41:5, 42:3, 42:15,43:9, 44:7, 44:12,44:20, 46:13, 46:19,47:1, 75:5, 82:6,182:22, 182:24

roles [10] - 33:23,38:22, 44:11, 45:12,45:13, 45:14, 47:10,177:20, 178:3, 181:18

rolled [2] - 38:22,44:24

room [7] - 85:15,85:17, 88:15, 89:22,93:21, 94:10, 196:3

rooms [1] - 37:10rotating [1] - 85:5roughly [1] - 133:14Routing [1] - 103:5row [1] - 153:16rule [1] - 59:1running [1] - 63:6rwerlin@

keeganwerlin.com [1]

- 2:19

SS [1] - 4:2safety [5] - 23:23,

86:12, 87:11, 99:11,187:19

said [22] - 10:6, 35:2,47:21, 64:20, 67:17,67:20, 70:14, 71:16,94:2, 100:20, 101:13,107:13, 112:14,118:23, 121:17,137:18, 170:11,177:17, 178:20,184:16, 189:20,190:11

SAIDI [8] - 123:20,153:22, 160:16,160:17, 160:18,161:2, 161:4, 161:5

SAIFI [2] - 160:16,161:3

same [44] - 16:17,16:20, 17:23, 18:2,18:23, 19:1, 19:23,20:1, 20:21, 20:24,28:17, 38:3, 38:4,53:2, 54:16, 55:6,64:4, 66:8, 67:7,67:13, 70:2, 75:12,80:24, 81:20, 96:13,97:13, 97:16, 98:2,

104:23, 105:15,116:13, 140:14,140:15, 140:16,152:17, 152:20,155:7, 156:16,156:18, 160:7, 164:7,177:15, 196:2

samples [1] - 71:4Sandra [3] - 2:11,

6:11, 26:4sandra.callahan@

state.ma.us [1] - 2:14Sandy [1] - 25:8satellite [2] - 38:5,

38:9satisfaction [2] -

123:21, 123:22Saturday [4] - 41:15,

84:9, 101:17, 192:1saving [1] - 52:10savings [10] - 52:6,

52:9, 52:14, 53:4,53:6, 53:8, 53:11,53:18, 54:3, 56:19

saw [3] - 127:5,127:7, 169:6

say [41] - 30:24,35:3, 40:16, 42:19,43:9, 55:14, 55:16,57:7, 63:10, 64:5,64:13, 65:9, 66:24,69:5, 71:21, 72:1,72:4, 75:2, 75:5,76:14, 76:22, 93:7,94:9, 101:6, 103:7,107:8, 107:22,111:16, 117:9, 119:6,132:18, 145:7,159:22, 170:8,178:11, 183:24,184:11, 185:8, 189:1,189:21, 193:14

saying [2] - 176:19,185:16

says [4] - 63:5,107:23, 108:1, 152:6

scalable [2] - 177:7,177:14

scale [1] - 177:16scenario [4] -

140:13, 178:8, 178:9,178:11

scenarios [4] -173:24, 174:1,178:18, 179:3

schedule [6] -151:24, 152:1, 152:2,

152:23, 155:10,162:18

scheduled [1] -114:8

Schoemberger [1] -33:3

science [1] - 28:18scope [2] - 49:7,

65:18scorecard [1] - 71:5Scott [2] - 2:2, 5:23se [1] - 82:1Seacoast [3] - 36:2,

106:3season [2] - 78:22,

165:17second [11] - 5:12,

45:3, 83:1, 85:9,120:6, 123:15,138:14, 151:19,168:9, 176:3

secondhand [1] -40:22

section [5] - 62:21,142:1, 151:18,165:11, 189:16

Section [15] - 6:4,8:2, 10:13, 10:22,11:12, 163:9, 163:17,163:19, 163:24,164:1, 164:5, 164:11,165:1, 165:5, 165:6

sections [4] - 32:3,151:21, 157:4, 166:11

Sections [1] - 4:12secure [1] - 193:22secured [1] - 193:20Security [1] - 66:22see [6] - 65:17,

69:18, 76:1, 110:14,145:14, 146:14

seeing [1] - 93:24seek [2] - 53:13, 99:4seeking [1] - 93:1seems [1] - 37:1seen [3] - 127:6,

180:18, 190:22selecting [2] - 56:20,

57:1selectmen [1] - 90:9self [30] - 11:2,

21:11, 30:19, 48:8,48:23, 61:23, 68:17,73:13, 73:23, 74:20,77:6, 79:15, 82:24,85:8, 103:21, 105:6,106:10, 109:18,

37

141:24, 183:20,183:22, 185:11,185:14, 185:17,186:16, 186:18,187:21, 190:7,192:12, 193:17

self-assessment [22]

- 21:11, 30:19, 48:8,48:23, 61:23, 73:23,74:20, 77:6, 82:24,85:8, 103:21, 105:6,106:10, 109:18,141:24, 183:20,185:11, 185:14,185:17, 186:16,186:18, 190:7

self-assessments[1] - 183:22

senior [14] - 12:20,13:2, 32:12, 33:2,43:14, 61:10, 61:13,62:22, 64:13, 64:16,75:23, 76:2, 76:3,121:20

seniormost [1] -62:5

sense [1] - 63:16sensitive [1] - 11:8sent [1] - 125:24sentence [4] - 57:23,

61:8, 110:15, 168:10separate [4] - 77:12,

77:19, 109:12separately [1] - 12:2September [1] - 46:4series [3] - 33:9,

54:13, 70:18seriously [1] - 21:23serve [3] - 22:6,

23:16, 90:12service [49] - 5:8,

5:10, 9:5, 9:14, 9:18,20:9, 29:2, 30:3,35:20, 36:6, 41:11,41:22, 43:20, 44:4,44:10, 60:15, 60:21,80:18, 89:14, 92:7,101:10, 103:15,105:24, 106:5,107:12, 107:16,107:22, 110:10,111:10, 111:17,111:19, 111:21,112:24, 116:6, 118:3,130:22, 131:6,131:22, 136:13,147:1, 147:3, 149:3,


149:10, 149:11,158:24, 159:7,159:14, 159:18,184:14

Service [2] - 2:7,39:10

service-quality [5] -9:14, 9:18, 158:24,159:7, 159:14

services [11] - 13:2,13:14, 46:16, 98:22,103:13, 110:17,110:18, 110:22,114:8, 135:13, 135:15

set [19] - 16:18,17:24, 19:24, 20:22,31:9, 37:13, 39:20,42:15, 44:7, 67:4,69:24, 70:11, 71:19,73:2, 80:12, 122:24,130:21, 146:10,170:22

sets [1] - 32:24setting [1] - 191:21seven [2] - 146:24,

155:21seven-day-a-week

[1] - 146:24several [8] - 37:2,

97:24, 99:5, 105:18,105:23, 107:4, 108:1,157:4

severe [2] - 78:23,102:21

severities [1] - 72:6severity [3] - 71:8,

72:10, 98:6share [1] - 123:15shared [2] - 180:15,

181:4Shashi [2] - 1:20,

4:20She [1] - 83:18she's [1] - 83:17shelter [1] - 99:11shelters [1] - 72:20short [2] - 79:5, 79:7short-term [1] - 79:7shortening [2] -

52:18, 52:19shortfall [2] - 152:5,

152:14Shorting [1] - 52:19shortly [2] - 98:1,

179:18should [12] - 65:23,

65:24, 69:22, 72:4,

74:2, 95:22, 131:3,137:21, 147:18,164:22, 180:12,192:20

shouldn't [1] - 71:7show [4] - 15:2,

15:11, 152:17, 152:20showing [3] - 90:21,

91:18, 91:20shown [1] - 11:19shows [3] - 124:9,

149:24, 152:23side [10] - 67:2,

85:13, 93:9, 95:19,100:11, 110:17,110:22, 124:24,125:5, 156:17

significant [13] -42:17, 56:14, 119:13,145:1, 159:6, 159:13,161:4, 174:16,175:21, 175:23,182:3, 190:21, 194:7

similar [7] - 78:8,103:10, 103:16,106:22, 140:14,149:16, 173:12

similarly [1] - 28:14Similarly [1] - 60:20simply [2] - 60:17,

112:1Simulation [1] -

173:13simulation [1] -

174:7simultaneous [1] -

134:1simultaneously [3] -

63:22, 64:2, 169:24since [14] - 32:7,

38:2, 124:24, 127:6,128:1, 128:7, 138:12,148:15, 165:8, 165:9,165:12, 170:2, 170:6,194:10

Since [3] - 56:5,115:3, 151:19

single [20] - 112:2,116:18, 133:24,134:9, 153:1, 153:4,153:13, 153:15,153:23, 153:24,154:4, 155:4, 155:5,155:9, 155:16,155:18, 155:20,156:1, 176:5, 185:1

single-phase [11] -

153:1, 153:13,153:15, 153:23,154:4, 155:4, 155:5,155:9, 155:16,155:18, 156:1

sir [1] - 48:14Sir [1] - 26:23sit [1] - 75:4sites [2] - 32:2, 77:19SITTING [1] - 1:12situation [6] - 84:21,

92:16, 95:6, 99:1,172:1, 192:2

situations [1] - 87:14six [3] - 123:13,

124:4, 124:7size [4] - 23:5, 80:17,

119:5, 137:1sky [13] - 156:5,

156:8, 156:9, 156:14,156:15, 156:24,157:5, 157:7, 157:9,157:13, 157:17,157:20, 157:22

small [10] - 73:15,73:16, 139:18, 140:1,140:4

smaller [2] - 176:17,177:10

smaller-type [1] -177:10

[email protected][1] - 2:5

snow [1] - 154:12so [40] - 10:15, 15:1,

23:4, 25:17, 30:5,32:23, 39:6, 44:12,56:20, 57:2, 68:6,68:11, 68:13, 71:23,78:14, 78:17, 79:3,81:11, 82:19, 86:9,88:12, 89:1, 93:2,94:7, 97:3, 100:11,100:20, 101:9,111:17, 111:19,119:22, 147:13,147:16, 174:23,175:1, 179:15, 186:5,186:11, 189:7, 193:12

So [144] - 14:24,17:13, 29:7, 31:12,31:15, 31:20, 32:22,33:1, 33:4, 33:14,34:22, 36:24, 37:19,42:20, 42:23, 45:12,45:15, 46:1, 47:23,50:13, 51:15, 53:14,

55:4, 57:3, 57:7, 58:6,58:9, 58:23, 59:16,59:21, 59:24, 62:3,62:8, 63:2, 63:7,63:15, 64:16, 65:8,66:7, 67:8, 67:12,68:9, 68:12, 69:12,69:16, 70:1, 70:10,71:7, 72:4, 73:4, 73:6,74:14, 76:3, 77:11,77:20, 78:21, 79:6,84:17, 85:4, 88:21,89:18, 90:7, 90:10,90:14, 91:13, 92:1,92:23, 93:10, 93:12,94:22, 95:16, 95:21,98:24, 99:18, 101:6,104:3, 104:24, 105:4,105:8, 105:10,106:17, 107:19,109:16, 110:23,111:4, 111:20, 112:1,112:14, 114:1,116:18, 117:4, 119:1,120:1, 122:11, 129:1,129:5, 129:10, 132:7,133:12, 135:8, 140:7,141:7, 143:2, 148:5,151:11, 154:2,155:17, 156:19,158:9, 160:5, 165:23,165:24, 166:20,169:11, 173:16,174:7, 175:5, 175:12,175:15, 175:22,176:14, 176:19,177:13, 177:17,177:24, 178:11,178:17, 180:23,181:3, 182:1, 183:24,184:14, 186:6,186:10, 189:6,189:12, 189:14,189:20, 189:24,191:17, 193:24,194:17, 195:8, 195:24

software [1] - 65:21solicit [1] - 23:16solutions [1] -

152:13some [80] - 9:13,

15:2, 26:7, 26:13,26:15, 28:22, 31:8,31:15, 31:23, 32:13,32:23, 33:18, 38:22,40:24, 42:14, 44:17,44:18, 46:6, 46:10,47:24, 48:1, 56:11,

38

56:22, 58:19, 61:2,65:8, 65:23, 71:3,72:8, 72:9, 72:14,73:9, 74:7, 76:18,77:21, 78:23, 85:2,90:21, 90:24, 91:10,91:16, 93:20, 93:23,94:4, 94:12, 94:15,96:1, 99:1, 106:11,107:15, 107:16,110:5, 110:22, 113:4,117:11, 121:3,122:18, 131:15,135:9, 137:14,141:10, 145:15,157:18, 157:21,164:24, 169:9, 171:8,174:22, 179:8, 182:7,183:12, 183:21,184:13, 186:9,186:20, 191:5, 192:2,193:20

somebody [4] -73:12, 98:18, 147:14,165:22

someone [1] -184:19

something [24] -35:2, 35:9, 50:10,63:10, 68:15, 80:22,89:24, 90:14, 111:16,117:10, 122:4, 125:2,131:22, 132:6,132:13, 132:15,132:22, 154:8,178:23, 180:1,180:18, 180:24,181:21

sometime [4] - 46:1,46:2, 65:24, 73:4

Sometimes [1] -166:24

sometimes [3] -14:23, 90:8, 166:23

Sorry [1] - 52:2sorry [12] - 34:18,

36:9, 37:21, 52:4,59:13, 61:7, 86:18,128:4, 159:9, 163:10,163:24, 185:14

sort [3] - 115:17,145:16, 186:9

source [4] - 57:14,57:17, 93:2, 110:4

sources [2] - 55:19,132:9

South [1] - 1:7speak [10] - 15:1,


25:17, 26:23, 63:8,68:2, 81:6, 103:8,104:5, 130:6, 131:9

speaking [1] -161:20

specific [41] - 45:13,62:13, 65:10, 71:11,77:14, 77:16, 78:15,91:2, 91:5, 91:15,91:21, 92:6, 92:15,95:4, 97:1, 102:9,105:16, 105:21,106:8, 106:18, 107:3,109:2, 109:13,109:20, 113:5,113:14, 122:7, 124:6,124:23, 126:7,130:21, 132:5,136:15, 147:22,160:6, 161:18,169:15, 178:18,179:14, 195:5

Specifically [1] -181:9

specifically [8] -5:16, 18:13, 29:16,29:23, 82:13, 100:19,124:18, 187:12

spent [7] - 35:23,36:4, 41:12, 41:14,142:18, 153:24, 154:1

spillover [1] - 90:6split [1] - 189:4sponsor [2] - 62:22,

75:17Sponsor [1] - 75:15sporadic [1] - 84:19spot [1] - 101:7Sprague [1] - 66:5spreadsheet [2] -

62:21, 74:6squared [1] - 191:19staff [18] - 37:9,

44:18, 61:10, 61:13,81:10, 82:19, 83:3,83:4, 83:5, 83:7, 83:9,83:11, 83:14, 83:16,83:18, 90:11, 97:2,113:24

staffed [2] - 85:12,85:16

staffing [5] - 44:1,44:2, 82:13, 133:6

stages [1] - 170:16Staging [1] - 77:19staging [1] - 32:1Stamp [1] - 164:3

stamped [2] -108:15, 108:23

stand [6] - 49:17,49:21, 49:23, 114:14,160:17, 160:18

stand-alone [3] -49:17, 49:21, 49:23

standard [12] -152:24, 153:17,154:5, 154:12,154:13, 154:14,154:18, 154:19,154:21, 155:6,156:12, 183:12

standards [2] -157:17, 159:1

standby [8] - 168:13,168:17, 169:4,169:19, 170:10,170:18, 171:2, 188:17

standpoint [2] -100:7, 100:15

stands [2] - 40:2,152:9

Start [1] - 81:12start [7] - 26:16,

28:24, 67:2, 67:8,169:3, 177:18, 191:8

started [3] - 59:5,191:5, 192:2

starting [1] - 67:1starts [1] - 33:1state [19] - 12:16,

12:23, 13:5, 13:11,13:16, 19:7, 56:2,68:22, 70:1, 107:21,129:16, 133:8,134:15, 137:15,138:15, 138:22,146:8, 180:6, 190:18

State [5] - 66:23,67:7, 99:24, 100:10,100:17

state's [1] - 5:5stated [13] - 44:9,

86:12, 98:10, 98:21,104:23, 105:1,118:16, 118:21,119:1, 127:18,128:14, 166:9, 190:12

statement [2] - 63:5,121:6

statements [1] -56:10

States [1] - 145:4states [14] - 54:11,

83:2, 84:23, 85:9,

96:8, 108:6, 151:19,153:7, 158:24,160:10, 168:10,172:18, 173:2, 173:6

Station [1] - 1:7stationed [1] - 81:24status [11] - 6:15,

7:2, 91:8, 94:14,94:19, 94:21, 94:23,102:14, 102:20,139:7, 171:19

stayed [1] - 41:17Staying [2] - 151:15,

173:6staying [4] - 55:9,

70:23, 144:15, 168:4steady [1] - 134:20step [1] - 178:14steps [4] - 33:9,

169:23, 170:9, 178:18Stetson [2] - 2:11,

6:9STETSON [3] - 6:8,

8:22, 10:4sticking [1] - 179:13sticks [1] - 94:19still [16] - 38:4, 45:7,

45:13, 45:15, 50:16,62:23, 76:7, 77:22,93:14, 105:13,109:22, 111:18,111:21, 117:9,155:15, 162:17

Still [1] - 70:23stored [1] - 58:13storm [136] - 4:10,

5:7, 5:17, 8:6, 21:19,23:2, 24:11, 28:23,29:1, 30:17, 31:20,32:7, 35:20, 36:5,36:11, 37:20, 37:23,38:1, 38:3, 38:7, 38:9,38:12, 38:19, 39:2,39:5, 40:6, 40:12,41:10, 41:13, 41:23,42:2, 43:4, 43:17,44:13, 44:22, 56:16,57:8, 57:11, 58:20,60:12, 60:13, 60:17,68:16, 70:24, 72:12,78:9, 78:23, 81:1,82:10, 83:4, 84:19,85:15, 85:17, 87:2,87:8, 88:15, 89:22,93:21, 94:10, 95:2,95:3, 95:9, 98:6,98:10, 99:18, 99:22,

100:22, 100:23,102:15, 102:21,104:23, 107:19,108:14, 108:19,110:8, 110:10,110:19, 114:2,118:22, 126:18,128:18, 128:20,133:24, 134:10,137:2, 137:6, 137:23,138:7, 139:15,139:18, 140:8, 145:8,146:21, 147:18,148:4, 148:9, 148:22,149:9, 149:16, 163:7,163:12, 168:5,168:11, 170:12,170:14, 170:17,171:1, 171:13,171:15, 171:16,172:7, 172:13, 173:4,173:17, 173:22,175:5, 175:11,175:15, 175:24,180:18, 180:23,181:10, 181:23,182:23, 183:9,183:16, 184:9,184:10, 185:1, 190:5,190:9

storm's [1] - 172:11storm-

management [1] -175:15

storms [5] - 146:20,149:15, 161:3,161:21, 175:12

strategic [4] - 32:10,33:5, 43:13, 63:17

strategy [3] - 17:8,17:9, 156:5

Street [7] - 1:23, 2:3,2:17, 2:21, 3:2, 3:7,13:15

streets [2] - 93:23,94:1

strictly [1] - 150:4strike [1] - 47:15structure [11] -

30:13, 30:14, 40:9,61:24, 67:5, 67:12,116:4, 182:4, 184:5,186:11, 186:12

subject [4] - 106:5,122:11, 134:21, 135:3

Subject [1] - 135:5subjective [3] -

183:1, 183:2, 183:17

39

submit [3] - 13:24,14:5, 14:18

submitted [2] - 8:8,163:6

Subparagraph [4] -61:7, 61:8, 66:11,68:3

Subparagraphs [1] -62:11

subscriber [1] -146:24

Subsection [2] - 8:2,10:13

subsequent [1] -106:4

subsequently [1] -5:7

substantial [1] -167:21

substantially [5] -16:20, 18:2, 19:1,20:1, 20:23

substation [2] -95:19, 157:3

successful [9] -31:18, 49:4, 63:8,63:14, 71:21, 78:14,97:17, 179:9, 189:23

such [15] - 17:11,22:1, 23:4, 34:11,65:19, 78:23, 95:9,127:5, 127:7, 131:11,135:12, 136:3,137:10, 165:1, 186:21

sufficient [3] - 8:16,137:4, 137:22

sufficiently [1] -192:13

summarize [2] -17:2, 21:12

summarizes [1] -105:7

summary [2] - 90:17,104:24

summer [1] - 160:13summertime [1] -

161:22Sunday [2] - 41:15,

192:3SunGuard [1] -

114:17superfluous [1] -

187:22supervision [8] -

16:11, 17:17, 18:17,19:17, 20:15, 41:2,44:6, 97:2


supervisor [1] - 44:6supervisors [1] -

170:19supplement [1] -

9:12supplemental [1] -

34:20supplemented [1] -

85:22supply [1] - 37:10support [14] - 23:3,

29:11, 31:3, 36:23,96:14, 98:3, 99:14,99:24, 102:15,102:20, 102:24,103:1, 181:5, 184:20

supporting [2] -29:21, 29:22

sure [17] - 34:24,75:22, 79:7, 80:14,90:16, 100:18, 102:1,107:11, 120:4, 132:7,134:24, 135:5,135:10, 147:14,180:5, 191:19, 193:15

Sure [6] - 74:4,74:13, 109:8, 135:5,143:23, 192:7

surrebuttal [20] -14:1, 14:6, 14:11,14:19, 16:1, 16:3,16:19, 17:3, 20:18,20:22, 21:2, 51:16,51:22, 52:4, 53:3,54:10, 55:6, 158:18,158:21, 160:7

Surrebuttal [1] -14:20

survey [1] - 123:22sustained [1] -

178:14switched [2] - 88:18,

88:19Sworn [1] - 12:9sworn [5] - 16:23,

18:5, 19:4, 20:4, 21:3System [8] - 23:9,

23:10, 30:12, 47:18,62:3, 66:19, 103:6,160:19

system [97] - 19:10,23:20, 29:4, 46:23,49:3, 49:4, 49:21,49:24, 50:2, 50:5,50:7, 50:13, 50:14,51:2, 51:6, 52:7, 52:9,52:11, 52:22, 53:9,

53:12, 53:17, 54:12,55:13, 55:19, 55:20,56:4, 56:5, 56:7,56:19, 56:20, 57:1,57:5, 57:12, 57:18,58:9, 58:13, 58:21,59:1, 59:2, 59:7,60:11, 60:15, 60:16,60:18, 60:19, 60:20,60:21, 60:24, 61:1,61:3, 64:6, 65:10,92:18, 93:8, 95:17,99:8, 100:24, 101:1,103:4, 103:10,103:12, 103:16,110:8, 111:2, 114:13,117:6, 117:12,119:22, 126:2, 126:5,126:21, 127:9,127:24, 128:6,128:21, 129:3, 132:8,137:12, 149:17,160:20, 162:5, 171:9,172:6, 173:23,176:11, 177:14,182:6, 184:18,190:18, 190:19

system-type [1] -64:6

Systems [3] - 36:2,65:3, 68:6

systems [15] - 17:10,17:11, 17:12, 17:13,48:17, 48:20, 50:3,57:3, 63:18, 68:5,68:8, 76:23, 78:4,85:24, 127:2

systems-type [1] -76:23

systemwide [2] -177:2, 177:12

Ttab [1] - 163:17Tab [5] - 108:21,

163:7, 163:15,163:22, 163:24

table [11] - 6:12,49:18, 104:24,106:22, 109:11,109:15, 109:16,109:18, 109:19,124:9, 149:24

Table [1] - 105:5tabletop [5] - 176:12,

177:3, 178:6, 178:7,179:3

Tackey [2] - 2:12,6:11


tactical [8] - 33:7,33:17, 63:1, 63:17,64:18, 66:13, 66:15,185:23

tail [1] - 110:19take [39] - 8:14,

21:23, 31:8, 31:15,64:7, 64:21, 65:8,79:23, 88:16, 90:11,90:15, 102:2, 102:5,105:11, 105:14,107:24, 109:6, 112:3,117:2, 118:3, 120:11,127:3, 128:12,128:15, 129:2,129:10, 131:22,133:23, 135:15,136:16, 138:17,140:18, 143:22,156:10, 176:10,178:17, 182:13

taken [9] - 21:22,80:2, 84:3, 120:13,135:18, 144:1,182:15, 194:5, 196:11

takes [1] - 137:24taking [3] - 32:8,

36:19, 105:10Talk [1] - 135:19talk [5] - 61:18,

115:15, 137:7, 172:3,176:3

talked [4] - 62:1,115:7, 158:1, 168:18

talking [6] - 67:9,158:4, 167:18, 175:9,189:14, 194:11

talks [4] - 114:19,125:8, 181:17, 188:13

taps [4] - 93:9,95:19, 110:17, 110:22

target [4] - 71:17,110:5, 124:13, 161:5

targeted [1] - 71:23team [14] - 29:12,

29:21, 32:12, 32:14,33:4, 33:7, 34:7, 62:4,64:14, 75:23, 77:14,77:15, 178:9, 184:20

teams [1] - 77:20technical [3] -

121:24, 161:9, 176:17technique [1] - 136:3

technologies [5] -54:14, 54:17, 55:4,55:7, 55:11

technology [2] -33:12, 68:6

telephone [6] -58:22, 97:11, 97:12,99:8, 100:21, 154:23

telephonic [1] -81:20

tell [20] - 35:19, 38:5,39:2, 41:9, 43:16,52:5, 66:12, 83:21,89:7, 100:16, 102:18,113:16, 114:10,116:23, 116:24,126:16, 139:17,141:1, 152:8, 183:19

tells [1] - 69:4temperature [1] -

131:13ten [9] - 79:24, 80:1,

140:11, 140:18,155:12, 155:16,155:17, 158:8, 182:13

ten-minute [1] -182:13

term [7] - 53:7,70:13, 79:5, 79:7,79:8, 114:10, 181:15

terms [17] - 18:13,24:7, 50:18, 67:10,85:6, 92:20, 93:18,95:1, 99:13, 100:8,100:12, 107:9,141:14, 161:18,174:20, 183:10

territories [5] - 5:9,41:11, 136:13, 149:1,149:11

territory [16] - 5:10,29:2, 29:15, 35:21,41:11, 80:18, 81:12,86:17, 86:21, 87:1,112:24, 149:3,149:10, 184:14,190:13, 191:23

test [1] - 34:8tested [4] - 104:5,

173:7, 173:24, 175:8testified [1] - 38:17testimonies [1] -

18:20testimony [53] -

14:1, 14:6, 14:11,14:19, 15:7, 15:20,15:23, 16:1, 16:4,

40

16:14, 16:22, 16:23,17:3, 17:24, 18:4,18:5, 18:9, 18:14,18:24, 19:3, 19:4,19:24, 20:3, 20:4,20:18, 20:22, 21:2,21:3, 21:7, 21:13,21:16, 21:17, 30:5,30:8, 38:10, 40:10,41:1, 43:2, 44:15,51:17, 51:23, 52:4,54:11, 54:15, 54:19,55:2, 55:5, 55:6,55:10, 94:22, 158:19,158:21, 160:8

testing [1] - 174:7than [24] - 39:6, 40:5,

42:22, 51:11, 51:15,64:7, 70:8, 73:8, 78:4,78:21, 89:9, 91:15,95:2, 107:4, 110:16,110:18, 111:17,121:14, 127:20,131:14, 145:24,154:4, 160:22, 195:11

Thank [25] - 6:14,6:24, 8:23, 10:9,10:10, 12:13, 15:1,16:8, 17:15, 19:15,20:13, 24:17, 24:18,26:3, 28:22, 48:13,81:3, 96:8, 120:9,120:19, 126:14,139:8, 144:12,160:21, 182:20

That [63] - 10:17,10:22, 32:11, 32:17,34:2, 37:17, 50:12,50:15, 50:22, 57:5,57:16, 58:7, 64:20,65:4, 66:17, 69:19,75:16, 75:18, 82:17,83:8, 84:14, 85:14,89:24, 102:24, 112:8,116:3, 116:8, 117:11,118:18, 121:15,124:19, 125:4,130:16, 136:24,141:18, 142:5, 144:6,144:20, 146:12,150:3, 150:9, 150:12,150:15, 152:3,152:19, 152:22,153:11, 153:12,156:3, 159:7, 162:13,162:16, 163:5, 164:6,164:7, 164:9, 168:15,172:20, 172:23,


173:10, 176:1, 176:6,179:10

that [896] - 7:10,7:11, 7:14, 7:15, 8:1,8:12, 8:17, 8:20, 9:2,9:12, 9:24, 10:6, 10:8,10:15, 10:20, 11:3,11:7, 11:16, 11:19,11:23, 14:4, 15:1,15:3, 15:12, 15:14,19:8, 20:17, 20:22,21:7, 21:24, 22:4,22:6, 23:4, 23:17,23:20, 24:10, 24:15,24:16, 24:21, 25:4,25:20, 25:22, 26:7,26:11, 29:5, 29:21,30:3, 30:5, 30:10,30:21, 31:7, 31:10,31:11, 31:12, 31:14,31:17, 31:24, 32:1,32:3, 32:15, 32:16,32:22, 32:23, 33:7,33:19, 33:20, 33:21,34:9, 34:21, 34:23,34:24, 35:2, 35:4,35:9, 35:16, 37:2,37:7, 37:16, 38:10,38:11, 38:18, 38:19,39:22, 40:3, 40:4,40:10, 40:11, 40:22,41:14, 42:1, 42:10,43:2, 43:6, 43:12,44:5, 44:7, 44:15,44:19, 44:24, 45:5,45:6, 45:8, 45:10,45:22, 46:2, 46:14,46:19, 46:21, 47:1,47:13, 47:16, 48:10,49:17, 49:24, 50:10,50:11, 50:20, 51:13,53:14, 53:16, 54:3,54:5, 54:11, 55:3,55:4, 55:10, 55:14,55:16, 55:18, 55:20,56:10, 56:13, 56:18,57:4, 57:7, 57:8,57:17, 57:19, 58:2,58:4, 58:6, 58:9, 59:6,59:17, 59:18, 60:6,60:8, 60:14, 60:15,60:17, 60:19, 60:23,61:2, 61:3, 61:22,61:24, 62:2, 62:5,62:6, 62:14, 62:18,62:22, 62:24, 63:4,63:5, 63:10, 63:13,63:16, 63:18, 64:8,

64:17, 64:22, 64:24,65:5, 65:6, 65:9,65:19, 65:20, 65:22,66:3, 66:24, 67:3,67:5, 67:10, 67:18,67:20, 67:23, 67:24,68:11, 68:13, 68:15,68:20, 68:22, 69:1,69:4, 69:21, 69:24,70:2, 70:5, 70:12,70:13, 70:18, 70:24,71:4, 71:6, 71:13,71:14, 71:19, 71:20,71:21, 71:23, 71:24,72:1, 72:4, 72:8, 72:9,72:14, 72:15, 72:20,72:22, 72:23, 73:9,74:3, 74:6, 74:7,74:11, 74:19, 75:2,75:5, 75:14, 75:17,75:18, 75:22, 76:1,76:13, 76:14, 76:17,76:19, 76:22, 76:24,77:2, 77:13, 77:15,77:20, 77:23, 78:12,78:17, 78:23, 79:24,80:9, 80:12, 80:14,80:15, 80:18, 80:20,80:21, 80:23, 80:24,82:5, 82:6, 83:2,83:10, 83:14, 83:19,84:3, 84:5, 84:8,84:15, 84:22, 85:1,85:5, 85:10, 86:3,86:8, 86:12, 86:14,86:16, 86:20, 86:24,87:17, 87:19, 87:23,88:1, 88:2, 88:12,89:1, 89:5, 89:9,89:15, 89:19, 90:1,90:11, 90:14, 90:16,90:18, 90:21, 90:23,91:1, 91:4, 91:6,91:13, 91:18, 92:2,92:9, 92:10, 92:11,92:12, 92:21, 92:23,93:1, 93:7, 93:17,93:20, 93:24, 94:2,94:5, 94:6, 94:7,94:10, 94:16, 94:17,94:18, 94:19, 94:20,94:22, 94:24, 95:5,95:12, 95:17, 95:18,95:22, 95:23, 96:5,96:8, 96:10, 96:11,96:20, 96:24, 97:2,97:10, 97:13, 97:14,97:17, 97:18, 97:21,

97:22, 98:2, 98:4,98:10, 98:18, 98:20,98:21, 98:23, 99:6,99:17, 99:22, 100:2,100:15, 100:19,100:21, 101:7, 101:9,101:11, 101:14,101:15, 101:16,101:23, 102:2, 102:6,102:16, 103:12,103:15, 103:16,103:23, 103:24,104:1, 104:14,104:19, 105:2, 105:7,105:14, 105:17,105:22, 106:7, 106:9,106:17, 106:19,107:2, 107:13,107:14, 107:21,108:1, 108:6, 108:9,108:16, 109:2,109:12, 109:14,109:16, 109:20,110:5, 110:19, 111:1,111:4, 111:5, 111:8,111:10, 111:11,111:14, 111:16,111:20, 112:2, 112:3,112:22, 113:9,114:21, 115:1,115:14, 115:17,116:4, 116:11,116:12, 116:13,116:15, 116:23,117:6, 117:7, 117:10,118:5, 118:8, 118:19,119:3, 119:4, 119:7,119:10, 119:11,119:17, 119:18,119:19, 119:22,119:23, 120:1, 120:4,120:5, 120:8, 121:1,121:7, 121:10,121:14, 122:4,122:11, 122:16,122:17, 122:18,122:19, 122:23,123:13, 123:17,123:21, 123:23,124:5, 124:7, 124:8,124:15, 124:19,124:20, 124:22,125:2, 125:5, 125:7,125:8, 125:18,125:20, 126:2, 126:3,126:9, 126:17,126:21, 126:22,127:3, 127:7, 127:8,

127:15, 127:18,127:21, 128:3,128:13, 128:14,128:15, 128:17,128:19, 128:21,128:22, 129:2, 129:4,129:7, 129:11,129:16, 129:19,129:23, 130:5, 130:6,130:7, 130:9, 130:10,130:13, 130:14,130:17, 130:19,130:20, 131:1, 131:2,131:11, 131:15,131:18, 131:19,131:23, 132:2, 132:8,132:10, 132:11,132:13, 132:15,132:16, 132:22,133:6, 133:8, 133:10,133:14, 133:18,133:23, 134:10,134:13, 134:15,134:22, 135:3,135:15, 135:20,135:21, 136:13,136:14, 136:16,136:17, 136:18,136:19, 136:23,137:4, 137:8, 137:11,137:13, 137:15,137:17, 137:19,137:21, 138:2,138:13, 138:15,138:17, 138:22,139:6, 139:15, 140:3,140:10, 140:11,140:18, 140:23,141:8, 141:10,141:11, 141:15,141:18, 142:1,142:11, 142:20,144:19, 144:20,144:21, 145:3, 145:7,145:12, 145:13,146:3, 146:8, 146:11,146:24, 147:12,147:13, 147:14,147:21, 148:3, 148:8,148:11, 148:13,148:15, 148:18,149:2, 149:16,149:24, 150:2, 150:8,150:11, 150:14,150:18, 150:21,150:22, 151:2, 151:5,151:6, 151:9, 151:19,151:24, 152:2, 152:4,

41

152:15, 152:18,152:21, 153:1, 153:7,153:23, 153:24,154:8, 154:11,154:16, 155:3,155:12, 155:22,156:2, 156:10,156:12, 157:3, 157:4,157:6, 158:3, 158:5,158:6, 158:14,158:24, 159:2, 159:4,159:10, 159:11,159:16, 159:21,160:10, 160:13,160:21, 161:3,161:14, 161:19,162:11, 162:12,162:23, 163:1, 163:4,163:6, 163:9, 163:17,163:21, 163:22,164:5, 164:8, 164:10,164:13, 164:14,164:22, 165:1, 165:6,165:10, 165:11,165:18, 165:21,166:1, 166:9, 166:11,166:14, 166:20,167:1, 167:20, 168:2,168:10, 168:13,169:7, 169:9, 169:13,169:16, 169:20,170:2, 170:5, 170:6,170:11, 170:13,170:24, 171:4, 171:5,171:6, 171:7, 171:15,171:21, 171:22,171:23, 172:1, 172:3,172:6, 172:10,172:18, 172:19,172:22, 173:2, 173:4,173:6, 173:9, 173:13,173:18, 173:19,173:22, 174:9,174:11, 174:12,174:13, 174:17,175:2, 175:3, 175:4,175:6, 175:7, 175:9,175:11, 175:16,175:17, 175:19,175:20, 175:23,176:4, 176:7, 176:10,176:19, 177:4, 177:6,177:14, 177:15,177:19, 178:1, 178:9,178:11, 178:14,178:19, 178:20,179:8, 179:15,179:19, 179:21,


179:22, 179:23,180:2, 180:3, 180:5,180:14, 180:23,180:24, 181:5,181:10, 181:21,181:22, 182:1, 182:4,183:23, 184:1, 184:5,184:11, 184:17,184:20, 184:22,185:1, 185:8, 185:24,186:1, 186:5, 186:16,186:20, 186:22,187:2, 187:4, 187:5,187:8, 187:14,187:22, 188:5, 188:7,188:14, 189:1, 189:6,189:8, 189:10,189:16, 189:17,189:18, 189:21,190:3, 190:11,190:12, 190:15,190:20, 191:1, 191:3,191:4, 191:11,191:14, 191:17,191:18, 191:19,191:20, 192:4,192:16, 192:19,192:20, 193:12,193:14, 193:17,193:19, 194:1, 194:5,194:8, 195:3, 195:6,195:9, 195:11, 196:12

that's [40] - 8:22,10:8, 33:4, 33:18,35:10, 39:20, 60:5,65:13, 70:17, 73:13,76:18, 77:16, 83:6,100:6, 104:5, 104:8,107:5, 107:19,107:24, 109:6, 113:2,114:22, 123:19,125:2, 125:4, 126:4,126:6, 127:23, 128:5,132:22, 134:18,154:20, 183:2,183:17, 184:2,186:12, 189:13,189:17, 190:1

That's [43] - 7:17,9:22, 45:21, 69:8,75:11, 82:22, 86:15,96:12, 98:5, 102:17,104:16, 110:7,114:15, 117:2,118:14, 125:7,127:22, 129:20,132:6, 133:7, 133:11,134:2, 134:4, 134:11,

134:14, 136:19,138:21, 139:16,148:17, 152:6,152:16, 153:2, 153:3,155:23, 160:14,162:19, 166:13,173:5, 173:15, 183:1,190:2, 192:17

the [1778] - 1:6, 2:10,2:23, 4:4, 4:5, 4:6,4:9, 4:15, 4:16, 4:18,4:20, 4:21, 4:22, 4:24,5:3, 5:4, 5:5, 5:6, 5:8,5:12, 5:13, 5:14, 5:16,5:19, 5:20, 6:5, 6:6,6:7, 6:8, 6:12, 6:15,6:17, 6:18, 6:20, 7:1,7:2, 7:11, 7:14, 7:15,7:20, 7:21, 7:22, 7:23,8:2, 8:3, 8:8, 8:14,8:15, 8:17, 9:4, 9:5,9:9, 9:12, 9:16, 9:17,9:18, 9:21, 10:2, 10:7,10:8, 10:12, 10:14,10:20, 10:23, 11:1,11:2, 11:3, 11:4, 11:7,11:12, 11:13, 11:15,11:16, 11:17, 11:22,11:23, 12:2, 12:5,12:12, 12:18, 13:8,13:14, 13:22, 14:7,14:20, 14:23, 14:24,15:6, 15:12, 16:1,16:14, 16:17, 16:18,16:19, 16:20, 17:3,17:4, 17:6, 17:20,17:23, 17:24, 18:1,18:2, 18:8, 18:9,18:11, 18:13, 18:14,18:20, 18:23, 18:24,19:1, 19:4, 19:7,19:11, 19:12, 19:15,19:20, 19:23, 19:24,20:1, 20:8, 20:10,20:11, 20:18, 20:21,20:24, 21:3, 21:6,21:7, 21:10, 21:13,21:15, 21:16, 21:18,21:19, 21:20, 21:21,22:4, 22:5, 22:6, 22:9,22:13, 22:14, 22:15,22:19, 22:20, 22:23,23:2, 23:5, 23:8, 23:9,23:13, 23:15, 23:21,24:5, 24:8, 24:9,24:14, 24:15, 24:21,24:23, 25:1, 25:3,25:5, 25:7, 25:9,

25:11, 25:14, 25:18,25:20, 25:22, 25:23,26:5, 26:7, 26:10,26:12, 26:14, 28:10,28:17, 28:23, 29:4,29:7, 29:11, 29:12,29:14, 29:15, 29:18,29:20, 29:21, 29:22,30:4, 30:5, 30:8, 30:9,30:11, 30:13, 30:17,30:18, 30:20, 31:3,31:4, 31:9, 31:11,31:15, 31:16, 31:17,31:23, 32:6, 32:7,32:9, 32:10, 32:12,32:13, 32:14, 32:18,32:19, 32:20, 32:23,32:24, 33:1, 33:2,33:3, 33:4, 33:6, 33:7,33:8, 33:10, 33:13,33:15, 33:16, 33:17,33:19, 33:21, 33:24,34:1, 34:4, 34:7,34:10, 34:11, 34:13,34:15, 34:19, 34:21,34:22, 35:1, 35:4,35:6, 35:7, 35:11,35:13, 36:1, 36:4,36:5, 36:6, 36:7, 36:8,36:10, 36:11, 36:12,36:19, 36:21, 37:1,37:4, 37:6, 37:11,37:13, 37:16, 37:17,37:19, 37:22, 38:1,38:3, 38:4, 38:5, 38:7,38:9, 38:10, 38:12,38:19, 39:4, 39:5,39:7, 39:9, 39:12,39:14, 39:16, 39:20,39:21, 39:23, 39:24,40:1, 40:2, 40:4, 40:6,40:8, 40:11, 40:19,40:20, 41:5, 41:8,41:13, 41:14, 41:17,41:19, 41:22, 41:23,41:24, 42:2, 42:5,42:7, 42:10, 42:11,42:12, 42:14, 42:15,42:17, 42:18, 42:21,42:22, 43:2, 43:3,43:10, 43:11, 43:13,43:15, 43:19, 43:20,43:22, 43:24, 44:2,44:3, 44:7, 44:8,44:10, 44:12, 44:15,44:18, 44:21, 44:22,44:23, 45:5, 45:6,45:7, 45:11, 45:14,

45:21, 45:22, 45:23,46:2, 46:4, 46:23,47:1, 47:4, 47:6, 47:9,47:11, 47:17, 47:18,47:19, 48:1, 48:2,48:7, 48:19, 48:22,48:23, 48:24, 49:7,49:15, 49:18, 50:2,50:3, 50:4, 50:6, 50:7,50:8, 50:22, 51:3,51:5, 51:8, 51:10,51:16, 52:2, 52:3,52:10, 52:13, 52:14,52:18, 52:19, 52:21,52:22, 52:23, 52:24,53:2, 53:3, 53:5, 53:7,53:8, 53:9, 53:11,53:12, 53:13, 53:15,53:17, 53:20, 53:23,54:4, 54:5, 54:8, 54:9,54:11, 54:15, 54:16,54:18, 55:1, 55:4,55:5, 55:6, 55:9,55:12, 55:20, 55:21,55:24, 56:2, 56:3,56:4, 56:5, 56:7,56:11, 56:15, 56:19,56:20, 56:22, 56:23,57:1, 57:3, 57:4, 57:8,57:10, 57:11, 57:15,57:16, 57:17, 57:22,58:9, 58:12, 58:20,58:21, 58:22, 59:1,59:2, 59:5, 59:7, 59:9,59:11, 59:12, 59:15,59:17, 59:18, 59:21,60:10, 60:11, 60:12,60:13, 60:16, 60:18,60:20, 60:21, 60:24,61:3, 61:9, 61:12,61:20, 61:23, 62:2,62:3, 62:4, 62:5, 62:6,62:16, 62:19, 62:20,62:23, 63:1, 63:4,63:12, 63:16, 63:17,64:4, 64:6, 64:7,64:11, 64:13, 64:14,64:16, 64:18, 64:19,64:21, 64:24, 65:1,65:2, 65:3, 65:4, 65:9,65:10, 65:11, 65:12,65:16, 65:17, 65:18,65:19, 65:21, 66:3,66:7, 66:8, 66:13,66:14, 66:15, 66:17,66:18, 66:20, 66:21,66:24, 67:1, 67:2,67:6, 67:7, 67:11,

42

67:12, 67:13, 67:15,67:19, 68:6, 68:12,68:14, 68:16, 68:17,68:19, 69:4, 69:7,69:19, 70:3, 70:10,70:16, 70:17, 70:19,71:6, 71:10, 71:15,71:19, 72:9, 72:10,72:11, 72:18, 72:19,72:24, 73:3, 73:6,73:12, 73:13, 73:14,73:15, 73:18, 73:20,73:21, 73:23, 74:8,74:10, 74:14, 74:18,74:19, 74:24, 75:1,75:2, 75:4, 75:9,75:10, 75:11, 75:12,75:13, 75:14, 75:16,75:18, 75:19, 75:20,75:21, 75:22, 75:23,75:24, 76:3, 76:4,76:7, 76:9, 76:14,76:17, 76:22, 76:23,76:24, 77:2, 77:6,77:8, 77:15, 77:16,77:22, 78:3, 78:4,78:8, 78:11, 78:13,78:14, 78:18, 78:19,78:20, 78:21, 79:2,79:3, 79:5, 79:7,79:11, 79:15, 79:16,79:19, 79:20, 80:3,80:4, 80:5, 80:12,80:20, 80:23, 80:24,81:1, 81:4, 81:10,81:11, 81:16, 81:18,81:20, 81:23, 82:4,82:5, 82:7, 82:8,82:10, 82:12, 82:13,82:15, 82:18, 82:19,82:23, 83:1, 83:3,83:21, 83:22, 83:24,84:1, 84:4, 84:5, 84:8,84:9, 84:10, 84:11,84:13, 84:14, 84:15,84:17, 84:18, 84:19,84:21, 84:24, 85:6,85:8, 85:11, 85:12,85:15, 85:16, 85:17,86:2, 86:3, 86:5, 86:9,86:16, 86:19, 86:20,86:22, 86:24, 87:2,87:4, 87:5, 87:7, 87:8,87:15, 87:16, 87:19,87:24, 88:1, 88:5,88:6, 88:8, 88:9,88:10, 88:15, 88:16,88:24, 89:1, 89:2,


89:10, 89:11, 89:12,89:18, 89:21, 89:22,90:1, 90:3, 90:4, 90:5,90:8, 90:9, 90:10,90:11, 90:13, 90:15,90:18, 90:21, 90:23,90:24, 91:1, 91:2,91:3, 91:4, 91:8,91:13, 91:14, 91:15,91:20, 91:21, 91:22,91:24, 92:4, 92:6,92:7, 92:9, 92:10,92:11, 92:13, 92:16,92:17, 92:18, 92:19,92:23, 92:24, 93:7,93:9, 93:11, 93:16,93:21, 93:22, 93:24,94:6, 94:7, 94:10,94:14, 94:16, 94:18,94:19, 94:20, 94:22,94:23, 95:7, 95:16,95:19, 95:20, 95:21,95:23, 96:9, 96:13,97:10, 97:11, 97:13,97:16, 98:2, 98:3,98:6, 98:8, 98:10,98:11, 98:12, 98:13,98:17, 98:21, 99:4,99:5, 99:7, 99:8,99:10, 99:12, 99:14,99:16, 99:17, 99:18,99:22, 100:3, 100:7,100:8, 100:9, 100:11,100:12, 100:14,100:15, 100:23,101:1, 101:2, 101:3,101:7, 101:12,101:18, 101:23,102:8, 102:14,102:15, 102:18,102:20, 102:23,103:2, 103:14,103:16, 103:17,103:18, 103:23,103:24, 104:2,104:13, 104:23,105:1, 105:5, 105:7,105:8, 105:9, 105:12,105:15, 105:23,106:2, 106:3, 106:4,106:7, 106:9, 106:13,106:14, 106:17,106:18, 107:1, 107:6,107:14, 107:15,107:21, 107:22,107:23, 107:24,108:2, 108:4, 108:8,108:11, 108:14,

108:17, 108:18,108:19, 108:20,108:21, 108:22,109:11, 109:13,109:15, 109:16,109:18, 109:21,109:22, 110:1, 110:6,110:7, 110:8, 110:12,110:16, 110:17,110:19, 110:20,110:22, 111:4, 111:5,111:9, 111:11,111:12, 111:14,111:16, 111:18,111:21, 112:4, 112:5,112:9, 112:15,112:16, 112:17,112:23, 113:4,113:10, 113:13,113:18, 114:3,114:10, 114:12,114:24, 115:8, 115:9,115:10, 115:11,115:12, 115:13,115:16, 115:19,116:1, 116:2, 116:3,116:5, 116:8, 116:10,116:15, 116:16,116:17, 116:18,116:22, 116:24,117:2, 117:6, 117:9,117:12, 117:15,117:16, 117:17,118:2, 118:3, 118:8,118:10, 118:14,118:19, 118:22,119:2, 119:5, 119:6,119:15, 119:19,119:21, 120:2, 120:4,120:6, 120:14,120:16, 120:17,121:3, 121:6, 121:7,121:14, 121:17,122:4, 122:5, 122:7,122:8, 122:9, 122:10,122:11, 122:23,122:24, 123:1, 123:2,123:4, 123:5, 123:10,123:14, 123:24,124:1, 124:2, 124:4,124:7, 124:9, 124:10,124:20, 124:22,124:24, 125:1, 125:3,125:5, 125:7, 125:11,125:13, 125:16,126:2, 126:7, 126:10,126:15, 126:16,126:17, 126:18,

126:21, 126:23,127:1, 127:6, 127:7,127:10, 127:14,127:19, 127:23,127:24, 128:1, 128:5,128:6, 128:7, 128:8,128:13, 128:16,128:17, 128:18,128:19, 128:20,128:21, 128:23,129:3, 129:4, 129:6,129:7, 129:8, 129:10,129:11, 129:16,129:17, 129:18,130:6, 130:12,130:16, 130:22,131:12, 131:19,132:10, 132:11,132:12, 132:16,132:19, 132:21,133:12, 133:22,133:23, 133:24,134:3, 134:5, 134:8,134:10, 134:12,134:18, 134:24,135:1, 135:2, 135:11,135:16, 136:4, 136:6,136:7, 136:10,136:11, 136:12,136:17, 136:21,136:22, 137:1, 137:2,137:6, 137:9, 137:10,137:12, 137:16,137:17, 137:18,137:19, 137:21,137:23, 137:24,138:5, 138:7, 138:9,138:10, 138:12,138:13, 138:14,138:15, 138:23,139:1, 139:3, 139:4,139:7, 139:14,139:17, 139:18,139:21, 139:22,139:23, 140:5, 140:6,140:7, 140:9, 140:13,140:14, 140:15,140:16, 141:4, 141:8,141:9, 141:10,141:11, 141:20,141:21, 141:23,142:9, 142:10,142:14, 142:16,142:21, 143:3, 143:5,143:8, 143:14,143:23, 144:2, 144:4,144:15, 144:17,144:21, 145:2, 145:3,

146:3, 146:5, 146:20,146:21, 147:4,147:11, 147:12,147:13, 147:17,147:20, 147:21,147:22, 147:23,148:5, 148:6, 148:7,148:9, 148:18,148:21, 149:5, 149:6,149:10, 149:14,149:17, 149:21,149:24, 150:4, 150:7,150:10, 150:13,150:16, 150:19,150:20, 150:21,151:1, 151:3, 151:7,151:9, 151:12,151:14, 151:18,151:19, 151:20,151:21, 151:22,151:24, 152:1, 152:8,152:13, 152:14,152:17, 152:20,152:21, 153:7,153:13, 153:16,153:17, 153:21,153:22, 154:2,154:10, 154:15,154:18, 154:20,154:21, 154:22,154:24, 155:1, 155:2,155:5, 155:7, 155:8,155:9, 155:10,155:11, 155:14,155:17, 155:20,155:24, 156:4,156:11, 156:12,156:15, 156:16,156:17, 156:18,156:20, 156:21,156:24, 157:8,157:10, 157:16,157:19, 157:23,158:2, 158:11,158:12, 158:18,158:21, 159:6,159:14, 159:24,160:7, 160:10,160:17, 161:1, 161:2,161:4, 161:6, 161:7,161:8, 161:11,161:12, 161:16,161:17, 161:18,161:22, 161:24,162:1, 162:4, 162:10,162:18, 162:24,163:6, 163:7, 163:11,163:12, 163:15,

43

163:20, 164:1, 164:7,164:10, 164:11,164:14, 164:16,164:19, 164:20,164:22, 164:24,165:6, 165:11,165:15, 165:17,165:19, 165:22,165:23, 165:24,166:4, 166:5, 166:6,166:7, 166:11,166:14, 166:15,166:16, 166:21,166:23, 167:1, 167:6,167:7, 167:9, 167:10,167:13, 167:16,167:17, 167:18,167:21, 167:23,168:1, 168:4, 168:8,168:10, 168:11,168:20, 169:7, 169:8,169:9, 169:12,169:14, 170:2, 170:5,170:6, 170:7, 170:8,170:9, 170:10,170:12, 170:13,170:14, 170:16,170:17, 170:21,170:24, 171:4, 171:5,171:6, 171:7, 171:11,171:13, 171:15,171:16, 171:17,171:19, 171:24,172:7, 172:13,172:21, 173:2, 173:6,173:7, 173:12,173:14, 173:16,174:1, 174:3, 174:8,174:10, 174:11,174:13, 174:15,174:20, 175:2, 175:6,175:7, 175:12,175:15, 175:21,175:22, 175:23,175:24, 176:4, 176:7,176:10, 176:16,176:17, 176:20,177:4, 177:8, 177:9,177:13, 177:14,177:17, 177:24,178:13, 178:15,178:20, 178:24,179:2, 179:6, 179:8,179:12, 179:18,179:21, 180:1, 180:7,180:13, 180:15,180:16, 180:21,180:22, 181:9,


181:10, 181:16,181:18, 181:23,182:2, 182:16,182:19, 182:23,183:3, 183:5, 183:9,183:11, 183:16,183:20, 183:24,184:1, 184:3, 184:8,184:10, 184:16,184:18, 184:19,184:24, 185:6, 185:7,185:10, 185:11,185:13, 185:14,185:17, 185:19,186:1, 186:2, 186:4,186:5, 186:7, 186:10,186:12, 186:15,186:16, 186:18,186:20, 187:1, 187:3,187:6, 187:8, 187:13,187:21, 188:3, 188:6,188:8, 188:12,188:17, 188:21,188:22, 189:7, 189:9,189:10, 189:11,189:12, 189:13,189:16, 189:19,189:24, 190:1, 190:2,190:3, 190:6, 190:7,190:8, 190:10,190:18, 190:20,191:4, 191:11,191:15, 191:16,191:17, 191:20,191:21, 191:24,192:1, 192:2, 192:4,192:6, 192:7, 192:9,192:10, 192:12,192:13, 192:19,192:20, 192:21,192:22, 193:5,193:11, 193:15,193:17, 193:18,193:19, 193:24,194:2, 194:3, 194:4,194:9, 194:13,194:14, 194:15,194:17, 194:18,194:22, 195:2, 195:3,195:11, 195:17,195:18, 195:19,195:20, 195:22,195:24, 196:1, 196:2,196:10, 196:11,196:12

The [108] - 5:7, 5:10,5:17, 6:14, 9:11, 9:19,10:9, 11:5, 11:6,

12:10, 15:3, 15:15,15:23, 22:12, 24:19,26:5, 32:15, 32:19,33:8, 38:2, 38:3,39:22, 41:13, 42:13,45:10, 45:19, 50:2,51:6, 57:12, 57:19,57:22, 61:8, 66:15,66:22, 77:10, 80:19,85:9, 85:19, 88:10,90:24, 92:8, 93:8,100:24, 104:21,106:13, 109:10,109:18, 109:19,110:5, 112:11, 113:1,113:8, 113:20, 114:7,115:8, 116:6, 116:15,118:16, 118:22,119:13, 119:16,122:3, 122:24,123:12, 123:14,123:15, 123:16,124:12, 126:20,130:5, 137:9, 140:3,140:5, 140:11,142:15, 144:17,151:1, 153:14,153:20, 153:22,154:14, 154:19,154:21, 154:22,156:16, 158:20,162:14, 163:6, 164:4,164:18, 165:13,166:18, 168:9,169:15, 169:19,171:14, 171:16,174:22, 175:9,179:19, 181:19,182:17, 187:10,188:20, 191:1,191:13, 194:8, 194:12

Their [2] - 142:18,168:24

their [30] - 5:6,33:22, 44:11, 45:12,47:12, 57:18, 79:5,79:17, 80:18, 84:2,92:15, 98:1, 104:3,104:19, 111:13,130:23, 131:1, 138:7,141:6, 142:18,145:14, 164:20,171:23, 177:20,177:23, 178:3, 182:3,183:18, 184:17,190:14

them [31] - 25:12,29:11, 31:7, 34:9,

45:13, 60:4, 60:5,75:3, 78:20, 80:16,80:23, 83:10, 93:2,96:19, 97:3, 97:6,97:9, 97:22, 97:23,98:11, 99:19, 102:4,102:5, 105:3, 142:7,154:12, 161:5,171:18, 184:2, 189:19

themselves [6] -5:20, 6:7, 6:21, 7:5,25:6, 64:20

then [50] - 11:24,35:5, 35:14, 41:16,42:4, 45:20, 46:1,54:5, 55:20, 69:11,69:14, 75:6, 76:6,79:8, 87:23, 94:7,97:12, 108:8, 110:9,117:5, 117:11,117:12, 117:16,120:12, 122:8, 124:1,124:6, 124:10,124:13, 124:14,128:15, 129:3, 129:8,130:12, 131:14,135:18, 136:23,137:23, 157:20,158:16, 165:8, 169:4,171:2, 174:13,174:16, 178:8,179:20, 191:13,191:19, 195:21

Then [2] - 128:12,189:13

There [32] - 31:7,31:22, 32:13, 33:19,34:20, 58:19, 60:18,68:24, 70:6, 71:11,71:13, 72:17, 80:22,87:16, 91:20, 93:15,95:4, 95:10, 95:14,109:12, 116:19,119:17, 123:13,124:4, 137:7, 153:3,160:3, 170:15, 172:2,172:21, 181:22, 196:4

there [91] - 9:9,11:20, 32:1, 32:6,32:22, 35:8, 37:1,41:17, 42:23, 44:21,48:14, 52:6, 52:8,58:16, 58:19, 58:23,58:24, 62:10, 68:22,72:8, 72:14, 72:15,73:8, 75:24, 79:6,80:14, 80:21, 82:20,86:1, 87:22, 88:2,

88:23, 89:21, 90:5,91:18, 92:21, 93:12,93:20, 94:9, 94:16,95:3, 95:5, 95:9,95:13, 95:21, 95:22,97:14, 99:13, 100:21,105:10, 111:15,111:18, 111:20,116:10, 124:14,128:12, 137:24,139:24, 141:24,143:4, 146:3, 147:14,148:4, 151:11,156:19, 157:20,158:3, 160:21,162:23, 165:19,167:5, 167:19,168:11, 168:16,169:11, 171:12,176:5, 176:8, 176:12,176:14, 177:3,183:21, 183:23,185:1, 187:21,190:21, 191:1, 192:1,195:24

There's [18] - 10:18,14:22, 40:24, 76:17,80:11, 103:10,122:17, 123:19,123:20, 131:10,149:24, 159:23,159:24, 160:2, 160:4,171:15, 188:14,188:17

there's [21] - 31:10,48:16, 59:17, 74:11,74:15, 77:20, 104:7,109:10, 121:24,122:22, 125:20,141:12, 150:22,152:4, 153:7, 165:20,166:20, 166:24,174:11, 183:23,186:11

Therefore [2] -152:4, 184:12

therefore [5] - 52:23,53:12, 101:6, 101:11,101:16

thereof [1] - 98:24These [6] - 9:6, 71:3,

75:1, 78:19, 122:2,141:9

these [36] - 8:9, 9:10,11:10, 21:14, 24:1,48:14, 48:20, 53:6,54:16, 55:11, 56:9,62:13, 63:5, 65:14,

44

70:24, 73:23, 74:22,76:12, 76:14, 77:12,78:7, 96:17, 97:1,99:2, 125:9, 126:4,135:1, 167:6, 167:11,171:11, 176:23,177:24, 178:17,186:10, 188:9, 188:19

they [79] - 16:21,18:18, 19:18, 20:2,25:4, 55:14, 55:16,63:6, 79:3, 84:2, 85:4,85:21, 87:9, 88:7,91:7, 91:9, 92:11,94:1, 94:2, 94:3, 94:6,94:17, 94:20, 97:14,98:1, 99:19, 101:7,101:10, 101:12,101:15, 103:14,104:14, 113:20,116:9, 116:11, 120:6,125:24, 129:22,130:1, 130:3, 130:9,130:14, 130:15,131:3, 131:18,131:19, 137:6, 141:6,142:6, 144:20,145:15, 147:1,157:19, 164:22,166:21, 167:12,171:22, 172:1, 174:5,178:1, 178:2, 180:14,187:24, 188:23,191:3, 193:11,193:14, 193:15,193:22, 193:24,194:24, 195:3, 195:8,195:9

They [22] - 20:16,21:1, 33:6, 55:19,74:21, 75:20, 88:19,93:23, 114:15, 116:9,130:13, 142:20,151:2, 164:21, 174:8,180:18, 189:4, 191:2,193:23, 195:1, 195:4,195:10

They'll [2] - 145:13,145:15

they'll [1] - 177:1They're [2] - 114:16,

114:17they're [11] - 66:8,

93:24, 99:16, 113:21,114:1, 115:9, 120:7,170:1, 175:6, 178:1,189:3

thing [14] - 25:19,


54:1, 72:22, 95:1,97:9, 99:6, 107:14,111:12, 111:14,171:16, 172:8,172:14, 185:1, 186:24

things [22] - 32:1,37:10, 67:9, 69:16,71:15, 72:17, 72:20,78:14, 78:19, 79:2,89:23, 90:18, 92:12,104:13, 131:13,166:23, 179:10,183:14, 184:2,186:20, 186:21,191:17

think [65] - 42:22,46:9, 56:18, 59:4,60:14, 61:1, 70:17,72:7, 75:6, 89:12,93:6, 94:16, 100:6,101:14, 101:16,109:10, 111:5,111:14, 112:1, 115:4,115:15, 121:24,131:8, 131:14,147:24, 148:1, 148:5,148:11, 149:16,154:8, 157:18, 158:2,158:5, 159:20, 175:6,175:10, 176:3,178:15, 180:14,181:16, 181:20,181:21, 182:1, 182:2,183:3, 183:22,184:16, 185:6,185:19, 186:1,187:24, 190:5,190:10, 190:20,191:4, 191:15, 193:9,193:10, 193:22,193:24, 194:13,194:17, 195:8, 195:16

third [3] - 55:24,110:1, 123:16

This [38] - 4:3, 4:11,5:2, 7:18, 15:6, 15:9,15:20, 21:23, 48:9,73:11, 77:4, 79:18,95:2, 102:13, 104:12,107:17, 110:10,112:20, 114:19,115:10, 118:1,120:10, 120:23,125:14, 126:14,126:22, 130:23,134:8, 138:1, 139:13,141:3, 152:23,153:19, 162:10,

173:23, 185:13,186:24, 195:18

this [160] - 4:15,4:18, 5:19, 6:5, 7:10,7:12, 8:10, 9:22,10:11, 10:20, 11:6,11:16, 14:3, 14:19,15:5, 15:13, 15:18,16:3, 16:6, 16:23,18:5, 20:12, 21:4,21:23, 22:3, 22:5,22:10, 22:20, 24:7,24:11, 24:17, 24:23,30:6, 37:13, 38:21,38:23, 39:20, 40:7,42:15, 43:1, 44:7,44:11, 47:24, 61:15,61:21, 62:1, 62:9,62:21, 63:2, 64:2,64:9, 65:7, 66:7,67:16, 68:23, 70:1,74:22, 75:20, 77:3,77:10, 77:11, 80:17,85:1, 85:12, 86:4,86:8, 87:17, 90:3,95:9, 96:8, 96:16,98:15, 99:18, 99:23,103:11, 105:2, 108:3,108:6, 108:22, 109:2,110:4, 110:15,110:20, 111:11,111:15, 112:6,112:14, 114:2, 114:7,115:5, 115:6, 117:19,118:9, 118:15,118:21, 119:1, 119:5,119:18, 123:3,125:16, 126:9, 127:5,127:14, 130:18,132:7, 133:4, 133:17,134:3, 134:21, 135:3,137:11, 137:23,138:4, 138:12,140:23, 141:8,142:23, 144:7,144:24, 145:18,146:8, 146:14, 147:6,150:5, 152:6, 153:5,153:11, 153:16,153:22, 155:10,155:14, 156:12,166:9, 168:9, 169:6,170:12, 171:24,173:20, 174:2,174:21, 174:22,176:3, 178:12,178:13, 178:21,180:10, 180:12,

180:17, 182:2, 182:9,182:12, 182:24,183:6, 186:14,195:16, 196:2, 196:12

THOMAS [2] - 12:7,197:4

Thomas [3] - 12:19,15:7, 15:21

Those [6] - 8:6, 70:7,78:5, 111:22, 124:4,169:23

those [82] - 5:10,9:14, 9:17, 11:4,17:13, 22:16, 30:15,31:5, 31:6, 32:5, 34:3,36:7, 38:22, 48:5,48:16, 52:16, 55:6,59:20, 60:9, 62:17,67:10, 68:7, 70:11,71:14, 73:5, 74:18,76:2, 77:1, 77:9,77:20, 78:11, 78:12,78:24, 79:4, 79:9,81:22, 82:1, 84:6,85:18, 86:2, 90:2,90:12, 93:18, 95:7,97:3, 97:18, 99:17,107:19, 115:23,116:7, 117:2, 117:13,117:17, 120:4, 122:9,124:5, 124:6, 130:9,130:11, 137:14,139:7, 141:13,144:23, 151:3,153:24, 160:24,161:3, 161:19, 162:4,169:13, 170:11,171:3, 174:1, 176:9,179:12, 179:17,183:22, 184:1,185:23, 189:7,189:10, 189:17

Though [1] - 72:14though [2] - 80:14,

111:21thought [5] - 83:14,

83:19, 153:23,157:21, 183:23

thoughts [1] -190:17

thousand [1] - 135:8three [29] - 11:15,

32:8, 35:13, 35:14,36:18, 37:4, 37:5,42:18, 63:7, 63:16,63:21, 64:1, 64:3,84:22, 123:16,123:18, 128:24,

136:12, 149:1,149:10, 152:1,153:14, 154:1, 154:3,155:15, 156:13,157:22, 158:4, 180:19

Three [1] - 72:12three-day [1] - 35:14three-phase [5] -

153:14, 154:3,155:15, 156:13,157:22

three-phased [1] -32:8

three-year [1] -123:18

three-year-average[1] - 123:16

through [42] - 9:6,29:8, 34:23, 35:14,35:22, 36:8, 37:6,46:24, 48:7, 48:12,51:18, 54:10, 64:21,73:24, 77:14, 78:11,78:12, 81:16, 85:5,95:21, 96:22, 96:23,99:5, 99:10, 107:1,107:19, 113:23,114:17, 127:21,132:8, 133:13, 136:7,142:23, 153:7, 174:7,178:9, 178:18,178:21, 184:4, 186:7,188:12

throughout [11] -39:5, 82:4, 84:4, 87:8,90:15, 99:12, 126:23,193:11, 194:13,194:15, 194:18

thunder [1] - 161:20thunderstorm [1] -

161:16thunderstorms [5] -

148:1, 160:12,160:22, 161:1, 162:2

Thursday [10] - 8:19,10:7, 10:10, 10:16,82:11, 84:15, 106:16,108:7, 112:14, 169:11

ticket [1] - 114:11time [90] - 8:16,

10:15, 25:18, 29:4,29:22, 30:4, 31:8,31:16, 35:23, 38:23,41:12, 41:14, 42:3,45:24, 46:4, 47:16,52:20, 56:13, 57:24,58:1, 58:6, 58:10,59:6, 59:18, 59:21,

45

60:2, 63:3, 63:23,64:2, 64:4, 64:10,64:21, 65:7, 65:8,66:8, 68:23, 69:24,71:13, 75:2, 75:7,77:21, 81:23, 82:1,82:9, 84:7, 88:22,88:24, 90:4, 92:7,94:5, 95:22, 105:16,106:18, 107:9,107:10, 109:13,109:21, 113:17,117:1, 119:14,133:24, 134:9,136:10, 136:14,138:23, 141:21,142:18, 153:24,158:2, 165:10,165:18, 165:19,165:24, 168:20,170:13, 170:20,173:2, 173:11,173:16, 178:15,179:18, 179:20,191:16, 193:15,193:19, 193:24,194:6, 195:12

timeline [4] - 74:1,74:7, 74:11, 119:11

timely [1] - 58:16times [31] - 69:6,

98:1, 104:19, 105:17,105:21, 106:8,106:19, 106:24,107:3, 113:19,113:22, 116:17,126:8, 126:23, 127:4,127:10, 135:19,136:18, 137:5, 137:7,147:9, 158:4, 158:8,166:16, 178:10,179:14, 192:21

timing [1] - 52:18tirelessly [1] - 22:16title [7] - 12:17,

12:20, 12:24, 13:6,13:12, 13:21, 180:7

to [1003] - 4:9, 4:12,4:15, 4:16, 4:17, 4:23,5:6, 6:3, 7:9, 7:20,7:22, 7:24, 8:1, 8:2,8:9, 8:11, 8:13, 8:14,8:16, 8:17, 8:18, 9:5,9:9, 9:12, 9:13, 9:16,9:21, 9:23, 10:11,10:13, 10:14, 10:21,10:23, 10:24, 11:6,11:11, 11:17, 11:21,


11:22, 12:2, 14:7,14:23, 14:24, 15:2,15:11, 16:13, 16:14,16:17, 17:8, 17:10,17:19, 17:20, 17:23,18:19, 18:23, 19:19,19:20, 19:23, 20:17,20:18, 20:21, 21:3,21:10, 21:15, 21:17,21:18, 21:23, 22:2,22:15, 22:16, 22:17,22:18, 22:21, 23:1,23:2, 23:13, 23:16,23:20, 23:23, 24:1,24:3, 24:9, 24:13,24:20, 24:22, 24:24,25:11, 25:12, 25:14,25:16, 25:17, 25:20,25:22, 25:23, 26:6,26:10, 29:10, 29:11,29:13, 30:10, 30:11,31:3, 31:8, 31:13,31:14, 31:15, 32:4,32:9, 32:16, 32:18,33:7, 33:15, 33:18,33:20, 33:24, 34:1,34:2, 34:4, 34:11,34:18, 34:19, 34:24,35:3, 35:4, 35:9,35:16, 35:18, 36:20,37:12, 37:24, 38:14,38:18, 39:1, 40:6,41:2, 41:4, 41:16,41:21, 42:4, 42:5,42:12, 43:5, 43:6,43:7, 44:1, 44:3, 44:4,44:19, 44:21, 45:8,45:9, 45:11, 45:13,45:19, 46:6, 46:7,46:10, 46:11, 46:21,47:6, 47:17, 48:3,48:4, 48:5, 48:7,48:18, 48:23, 49:14,49:15, 50:17, 51:1,51:2, 51:6, 51:8, 51:9,51:11, 51:13, 51:14,51:15, 51:16, 51:18,52:1, 52:3, 52:5,52:21, 53:2, 53:3,53:4, 53:5, 53:13,53:14, 54:2, 54:3,54:5, 54:6, 54:7, 54:9,54:12, 54:14, 54:15,54:18, 54:21, 55:12,55:20, 55:22, 55:23,55:24, 56:8, 56:9,56:11, 57:5, 57:7,57:23, 58:5, 58:6,

58:7, 58:9, 58:22,59:2, 59:5, 59:6, 59:7,59:17, 60:1, 60:16,61:2, 61:3, 61:5,61:21, 62:6, 62:9,62:17, 63:8, 63:9,63:10, 63:11, 63:12,63:14, 64:3, 64:6,64:7, 64:13, 64:20,64:22, 64:23, 65:1,65:3, 65:5, 65:7, 65:8,65:9, 65:11, 65:13,66:13, 66:17, 66:23,67:1, 67:2, 67:6,67:12, 67:14, 67:15,67:16, 67:18, 68:12,68:14, 68:19, 69:3,69:5, 69:7, 69:10,69:11, 69:15, 69:16,69:18, 70:8, 70:16,70:17, 71:1, 71:5,71:6, 71:12, 71:15,71:18, 71:21, 71:22,72:1, 72:2, 72:13,72:15, 72:18, 72:19,72:21, 72:22, 72:24,73:12, 73:16, 73:17,74:6, 74:7, 74:8, 75:2,75:5, 75:6, 75:9,75:19, 75:21, 75:22,75:23, 76:2, 76:3,76:18, 76:19, 76:21,76:24, 77:8, 77:9,77:10, 77:12, 77:14,77:16, 77:23, 78:8,78:13, 78:16, 78:20,79:2, 79:6, 79:7, 80:1,80:8, 80:13, 81:3,81:10, 81:17, 81:18,82:5, 82:7, 82:12,82:13, 82:18, 82:23,83:6, 83:11, 83:17,83:18, 83:22, 84:1,84:2, 84:8, 84:10,84:11, 84:13, 84:18,85:2, 85:3, 85:8,85:15, 86:7, 86:10,87:15, 87:19, 88:1,88:7, 88:9, 88:11,88:13, 88:16, 88:20,89:2, 89:8, 89:12,89:13, 89:17, 89:19,89:20, 89:22, 90:11,90:12, 90:13, 90:14,90:16, 90:22, 91:2,91:3, 91:5, 91:9,91:10, 91:24, 92:5,92:17, 92:19, 92:21,

93:7, 93:23, 94:3,94:5, 94:6, 94:13,94:14, 94:19, 94:20,95:6, 95:12, 95:13,95:16, 96:1, 96:3,96:9, 96:17, 96:19,96:24, 97:1, 97:9,97:10, 97:11, 97:13,97:15, 97:23, 97:24,98:7, 98:10, 98:11,98:12, 98:14, 99:9,99:10, 99:11, 99:12,99:15, 99:17, 100:1,100:4, 100:16,100:17, 101:2, 101:6,101:8, 101:10,101:17, 101:19,101:22, 102:4, 102:5,102:10, 102:13,102:19, 103:2, 103:8,103:15, 103:17,103:18, 103:21,103:22, 103:24,104:2, 104:6, 104:9,104:23, 105:11,105:14, 106:2, 106:5,106:6, 106:8, 106:13,106:14, 106:21,107:8, 107:9, 107:13,107:15, 107:21,107:23, 107:24,108:2, 108:3, 108:11,108:18, 109:3, 109:7,110:3, 110:6, 110:10,111:8, 111:13,111:15, 111:24,112:1, 112:2, 112:3,112:6, 112:18, 113:3,113:17, 114:1, 114:4,114:18, 114:20,114:23, 114:24,115:7, 115:9, 115:12,115:15, 115:16,115:17, 115:19,115:24, 116:3, 116:5,116:14, 116:19,116:23, 117:1, 117:2,117:3, 117:8, 117:10,117:13, 117:22,118:3, 118:7, 118:13,118:19, 119:4,119:15, 119:20,119:21, 119:23,120:1, 120:3, 120:5,120:7, 120:10,120:12, 120:18,120:20, 121:23,122:11, 122:13,

123:7, 123:10,123:11, 124:5, 124:8,124:23, 125:2,125:14, 125:24,126:3, 126:11,126:17, 126:24,127:3, 127:8, 127:11,127:13, 127:18,127:19, 127:20,128:11, 128:17,129:16, 129:17,130:6, 130:14,130:15, 130:18,130:19, 130:23,131:7, 131:9, 131:10,131:11, 131:17,131:18, 132:3, 132:7,132:9, 132:13,132:14, 132:17,132:21, 133:1, 133:4,133:9, 133:20,133:24, 134:3, 134:5,134:6, 134:12,134:13, 134:16,134:21, 135:3, 135:5,135:17, 135:18,135:21, 136:3, 136:7,136:8, 136:15,136:18, 136:19,136:21, 136:22,136:23, 136:24,137:2, 137:3, 137:6,137:8, 137:11,137:13, 137:15,137:20, 137:22,138:1, 138:5, 138:6,138:17, 138:24,139:6, 139:10,139:11, 139:14,139:18, 140:5, 140:8,140:20, 141:4, 141:7,141:13, 141:19,141:23, 142:5, 142:9,142:10, 143:3, 143:7,143:8, 144:8, 144:16,144:20, 145:7,145:13, 145:19,146:5, 146:14,146:20, 146:24,147:2, 147:21,147:22, 147:24,148:7, 148:9, 148:11,148:20, 148:21,149:10, 149:11,149:18, 149:21,150:2, 150:17,150:22, 151:11,151:13, 151:16,

46

151:20, 152:12,152:13, 152:14,152:24, 153:4,153:11, 153:20,154:2, 154:10,154:15, 155:3, 155:8,155:12, 155:14,155:16, 155:21,156:1, 156:5, 156:8,156:9, 156:12,156:14, 156:15,156:17, 156:24,157:4, 157:5, 157:7,157:9, 157:10,157:13, 157:17,157:20, 157:21,157:22, 157:23,158:1, 158:4, 158:5,158:7, 158:18,158:22, 159:1, 159:4,159:11, 159:20,159:21, 160:5, 160:7,160:8, 161:2, 161:4,161:12, 161:24,162:3, 162:5, 162:6,162:8, 162:17,162:20, 163:7, 163:8,163:12, 165:16,166:1, 166:8, 166:21,166:22, 167:5, 167:6,167:7, 167:15,167:20, 167:22,167:24, 168:1, 168:5,168:8, 168:11,168:16, 168:20,169:4, 169:5, 169:11,169:12, 170:5,170:14, 170:15,170:17, 170:21,170:23, 171:1, 171:2,171:4, 171:8, 171:11,171:16, 171:23,171:24, 172:1, 172:2,172:7, 172:11,172:14, 172:16,172:24, 173:3, 173:8,174:20, 174:24,175:3, 175:4, 175:5,175:7, 175:11,175:12, 175:18,175:20, 176:3, 176:4,176:5, 176:7, 176:8,176:10, 176:11,176:14, 176:15,177:4, 177:7, 177:8,177:15, 177:19,177:21, 177:22,177:23, 177:24,


178:1, 178:2, 178:3,178:5, 178:12,178:17, 179:2, 179:8,179:9, 179:11,179:12, 179:13,179:14, 179:16,179:19, 180:2, 180:3,180:4, 180:5, 180:10,180:16, 181:6,181:18, 181:20,181:21, 181:23,182:10, 182:23,183:8, 183:9, 183:15,183:18, 184:1, 184:3,184:8, 184:9, 184:13,184:17, 184:20,185:9, 185:10,185:16, 185:21,186:4, 186:7, 186:8,186:11, 186:12,187:4, 187:9, 187:12,188:3, 188:18,188:22, 189:3, 189:4,189:6, 189:8, 189:11,189:16, 189:17,189:18, 189:21,189:22, 190:1, 190:3,190:4, 190:5, 190:8,190:14, 191:4, 191:9,191:16, 191:18,191:20, 192:19,192:22, 193:3, 193:7,193:10, 193:11,193:13, 193:14,193:19, 193:20,193:23, 194:6, 194:7,194:10, 194:12,194:14, 194:18,195:2, 195:6, 195:14,195:17, 195:22, 196:1

To [2] - 74:9, 125:23to-sky [1] - 157:9today [29] - 5:24,

6:10, 16:18, 17:24,18:2, 19:1, 19:8, 20:1,20:19, 20:24, 21:8,21:17, 26:6, 31:12,31:24, 38:10, 38:15,40:10, 43:3, 43:9,44:15, 76:17, 80:15,80:22, 115:2, 178:20,190:12, 191:15,195:17

together [12] - 34:9,50:4, 61:16, 74:5,77:21, 79:9, 115:22,115:23, 145:15,186:5, 187:12, 188:19

told [8] - 10:8, 60:17,60:19, 104:14,104:18, 136:17,171:22, 171:23

Tom [1] - 16:4tomorrow [5] -

145:9, 180:1, 195:15,195:21, 196:2

too [2] - 120:6,157:24

took [7] - 5:11, 5:12,42:3, 82:6, 131:6,137:3, 191:11

tool [1] - 142:3top [1] - 114:7total [4] - 45:22,

60:8, 111:2, 138:15totally [1] - 46:20touches [1] - 24:5toward [3] - 50:6,

57:2, 117:17towards [1] - 56:22Town [6] - 2:23,

5:13, 6:17, 90:8, 90:9,151:7

town [10] - 6:23,81:21, 83:12, 86:16,86:20, 86:24, 88:1,92:5, 106:18, 113:14

town's [1] - 86:5town-by-time [1] -

106:18Towns [1] - 99:10towns [6] - 23:16,

81:11, 83:22, 84:1,84:18, 87:4

Townsend [9] - 3:4,3:9, 29:17, 82:21,83:23, 106:16, 108:8,112:7, 112:16

track [1] - 149:14tracking [1] - 146:18tracks [1] - 168:24traffic [3] - 151:6,

151:7, 151:8train [2] - 34:3, 45:11trained [5] - 94:18,

118:13, 119:3, 120:5,179:22

training [6] - 31:13,33:18, 45:22, 64:23,76:18, 120:8

transcript [1] -196:12

transition [1] -170:17

translate [1] - 112:6

transmission [11] -30:2, 46:21, 100:24,101:3, 101:4, 101:6,101:9, 142:22, 143:1,150:1, 160:2

transparent [1] -75:22

travel [1] - 194:6treatment [5] -

10:19, 10:23, 11:11,11:14, 11:18

tree [30] - 30:3, 94:7,150:1, 150:7, 150:10,150:13, 150:17,150:23, 152:5,152:13, 153:5, 154:7,155:9, 155:11,155:21, 155:24,156:4, 157:9, 158:12,159:18, 159:21,160:3, 160:4, 161:11,161:15, 161:24,162:6, 162:11,162:14, 162:18

tree-clearing [1] -94:7

tree-trimming [22] -150:1, 150:7, 150:10,150:13, 150:17,150:23, 152:5, 153:5,155:9, 155:11,155:21, 155:24,156:4, 157:9, 158:12,159:18, 159:21,161:11, 161:24,162:11, 162:14,162:18

trees [3] - 156:22,161:22, 161:23

tremendous [3] -22:7, 22:12, 24:3

tried [1] - 111:8triggers [1] - 71:15trim [2] - 150:22,

151:21trimming [43] -

150:1, 150:7, 150:10,150:13, 150:17,150:23, 151:4, 151:5,152:5, 152:14, 153:5,153:23, 154:1, 154:3,155:9, 155:11,155:21, 155:24,156:4, 156:9, 156:10,156:14, 156:19,157:5, 157:7, 157:9,157:14, 157:17,157:18, 157:20,

157:22, 158:12,159:18, 159:21,160:1, 160:2, 161:11,161:24, 162:6,162:11, 162:14,162:18

trivial [1] - 132:12trouble [1] - 81:7troubles [2] - 52:22,

161:18true [3] - 56:18,

81:21, 196:12truly [1] - 131:19trunk [4] - 134:3,

135:22, 136:4, 136:9trunking [1] - 135:14try [3] - 97:9, 99:15,

162:6trying [8] - 101:2,

101:8, 111:15,111:23, 140:5,157:21, 193:11,194:18

Tuesday [3] - 109:4,112:12, 112:13

turn [7] - 35:18, 39:1,48:7, 49:14, 50:17,52:3, 151:15

two [11] - 5:9, 35:15,50:2, 51:5, 83:2, 83:6,90:12, 142:21,143:20, 148:5, 188:19

two-day [1] - 35:15two-way [1] - 90:12type [25] - 28:11,

28:15, 35:7, 35:9,63:18, 64:6, 70:10,71:19, 72:11, 72:22,76:23, 103:12,116:13, 116:24,145:18, 146:14,146:17, 151:3,173:11, 175:9,177:10, 178:13,180:17, 186:21, 195:6

types [11] - 29:23,63:7, 68:7, 70:6,72:13, 161:18, 162:4,173:12, 173:13,180:16, 184:21

typical [1] - 166:22Typically [1] - 145:11typically [2] - 73:2,

189:10

UU.S [2] - 46:17, 46:18

47

UES [1] - 36:2unable [2] - 88:7,

97:23Under [5] - 43:11,

62:10, 95:3, 95:12,153:16

under [26] - 6:4,8:15, 16:10, 17:16,18:16, 19:16, 20:14,22:16, 25:4, 34:1,37:22, 40:8, 41:2,42:21, 47:20, 49:18,66:18, 68:4, 68:21,75:14, 102:2, 102:6,132:15, 151:18,173:24, 179:3

undergoing [1] -186:15

underneath [1] -61:6

understand [13] -22:6, 26:9, 26:12,79:4, 79:19, 103:13,121:24, 122:3,139:20, 149:6, 178:3,188:18, 189:6

Understanding [1] -184:22

understanding [10] -8:21, 8:23, 45:23,88:14, 94:15, 125:1,129:23, 130:2, 130:4,179:23

understands [1] -139:4

understood [1] -111:5

unified [2] - 67:10,67:16

unions [1] - 6:19unique [1] - 180:18United [1] - 145:4Unitil [79] - 2:7, 4:8,

4:9, 5:17, 5:23, 6:2,13:9, 13:23, 15:12,15:15, 29:5, 29:10,29:13, 29:20, 30:11,31:1, 31:12, 31:24,36:2, 36:17, 38:6,38:8, 39:9, 46:11,49:1, 49:15, 51:1,54:9, 54:11, 68:13,76:2, 80:13, 81:9,83:5, 83:11, 83:22,85:12, 96:9, 98:2,98:6, 101:22, 103:20,105:20, 107:2,


108:11, 118:1, 118:7,119:21, 121:8,122:14, 123:11,131:5, 131:23, 136:3,140:23, 141:1, 141:7,141:20, 142:8,142:10, 143:1, 146:9,146:17, 147:18,148:9, 148:21,155:10, 155:20,158:24, 162:17,167:5, 167:23,172:18, 173:11,176:19, 184:17,191:12, 193:14

Unitil's [19] - 5:10,19:9, 21:13, 29:1,35:20, 39:2, 41:10,43:17, 51:22, 70:2,79:15, 106:1, 121:20,133:5, 134:9, 148:8,162:10, 181:6, 181:15

Unitil/Fitchburg [1] -108:18

University [2] -28:13, 47:23

unprecedented [1] -98:13

untested [1] - 174:5Until [1] - 65:5until [16] - 23:17,

35:4, 56:4, 65:12,65:16, 72:9, 75:3,106:8, 112:24,169:21, 171:13,174:5, 180:22,188:22, 193:3, 193:7

unto [1] - 51:7up [28] - 15:1, 26:23,

45:6, 47:19, 54:1,61:19, 70:11, 71:4,77:7, 80:9, 81:6,97:11, 110:7, 110:9,110:19, 114:24,117:5, 117:8, 119:10,135:18, 156:15,166:1, 169:11,174:21, 175:4,177:10, 180:20,191:15

up-to-date [1] -166:1

update [7] - 116:13,147:15, 164:22,165:19, 167:3,171:19, 187:13

update-type [1] -116:13

updated [8] - 75:6,114:20, 147:15,148:14, 148:16,165:18, 165:20

updates [3] - 147:9,147:12, 174:20

updating [2] - 77:2,164:21

upon [13] - 22:2,22:15, 30:16, 38:11,40:11, 44:16, 59:20,79:16, 122:9, 129:18,130:16, 151:13, 174:9

us [17] - 21:24, 23:2,30:4, 34:2, 57:5,60:17, 60:19, 96:19,105:10, 117:10,127:3, 141:13,144:17, 152:8,166:22, 178:6, 196:1

usage [7] - 56:13,58:10, 58:17, 128:15,128:16, 129:22,131:19

use [13] - 37:6,57:17, 92:8, 94:18,104:23, 127:19,128:2, 128:9, 136:3,137:19, 140:14,156:13, 173:17

used [12] - 59:7,60:6, 87:23, 119:14,122:15, 123:10,126:17, 127:15,131:20, 135:11, 154:5

useful [2] - 55:17,87:21

uses [2] - 57:10,126:21

using [11] - 31:21,94:20, 103:12,104:22, 135:20,147:6, 149:15,162:10, 173:12,173:14, 186:18

usually [4] - 35:12,165:16, 188:20, 189:4

utilities [13] - 49:8,67:6, 67:19, 67:20,67:22, 103:16,144:21, 158:6, 169:9,171:7, 181:14, 189:5,194:9

UTILITIES [1] - 1:3Utilities [4] - 1:7, 4:6,

136:8, 136:11utility [10] - 6:12,

67:2, 67:12, 123:18,124:3, 142:21,145:12, 145:19,188:22, 189:4

Utility [1] - 6:18utilize [2] - 69:1,

170:23utilized [4] - 33:22,

123:14, 173:24, 194:2utilizing [3] - 177:22,

179:5, 186:15

Vv [1] - 73:16v-small [1] - 73:16vacations [1] -

171:23vague [1] - 183:10valid [2] - 128:1,

128:7value [3] - 56:11,

56:14, 117:7values [2] - 117:17,

124:13variations [1] - 137:8varies [1] - 148:1variety [2] - 53:24,

56:21various [3] - 37:6,

41:13, 81:23veg [2] - 47:7, 47:8vegetation [14] -

150:20, 150:24,151:4, 151:9, 154:9,156:10, 156:16,156:21, 156:23,159:5, 159:12,159:24, 160:1, 160:5

vegetation-control[1] - 159:24

vegetation-management [5] -150:20, 150:24,151:9, 159:5, 159:12

vehicle [1] - 89:19vendor [13] - 65:21,

99:9, 103:11, 103:14,104:4, 114:12,118:17, 119:8,137:13, 142:4, 158:1,158:2, 158:5

vendors [6] - 23:1,23:3, 65:4, 65:9,65:12, 65:17

Vendors [1] - 142:6verified [1] - 179:15

verify [3] - 94:6,94:14, 95:7

verifying [1] - 87:5version [1] - 163:6versions [1] - 11:4versus [5] - 33:24,

70:9, 72:12, 140:1very [33] - 21:23,

32:10, 33:2, 33:6,33:14, 45:7, 47:5,62:19, 67:4, 70:15,73:14, 77:4, 79:23,91:2, 91:5, 103:19,127:9, 130:21,154:12, 157:2,159:22, 160:2,176:14, 179:18,180:17, 183:1, 183:2,183:24, 184:12,184:14, 191:3, 194:3,195:5

vice [7] - 12:20, 13:2,46:14, 46:15, 46:17,47:4, 47:9

vice-president [5] -12:20, 13:2, 46:17,47:4, 47:9

view [2] - 69:10,72:21

viewed [1] - 118:11viii [1] - 73:17virtually [2] - 60:15,

162:5visibility [3] - 62:6,

75:21, 191:14visited [1] - 83:3visiting [1] - 84:6visits [5] - 83:11,

83:14, 83:19, 84:1,84:17

voice [2] - 105:3,113:12

volume [1] - 89:1VOLUME [1] - 1:1Volume [1] - 108:17

Wwait [4] - 35:4,

130:15, 193:3, 193:7waiting [1] - 135:12Walk [1] - 188:12walk [1] - 153:6want [17] - 9:12,

32:9, 34:18, 54:15,59:17, 67:18, 71:5,75:22, 79:6, 80:13,

48

111:13, 119:23,120:3, 132:7, 149:2,166:21, 191:9

wanted [5] - 34:24,59:6, 69:11, 136:8,160:5

wants [1] - 168:1warmer [1] - 131:13warning [2] - 169:1,

173:4warranted [1] -

110:16Was [7] - 39:20,

68:15, 83:4, 96:5,170:2, 193:2, 193:6

was [264] - 5:18,10:20, 20:13, 21:23,21:24, 29:3, 29:4,29:10, 29:12, 29:18,29:20, 29:21, 30:9,34:8, 34:20, 34:23,34:24, 36:16, 36:18,37:13, 38:1, 39:5,39:7, 39:12, 39:14,39:16, 39:18, 39:22,39:23, 39:24, 40:13,40:21, 41:12, 41:14,41:19, 41:21, 42:10,42:11, 42:15, 43:6,43:19, 43:22, 44:1,44:8, 44:9, 44:10,46:11, 46:23, 47:1,47:13, 49:19, 50:7,50:10, 51:7, 51:10,51:15, 57:5, 57:8,58:3, 58:11, 58:12,58:13, 58:17, 58:19,58:24, 59:2, 60:18,60:20, 60:21, 62:21,65:11, 68:17, 70:17,74:6, 74:7, 77:5,80:16, 80:24, 81:2,81:9, 81:20, 82:11,82:20, 83:8, 83:9,84:1, 84:19, 84:20,85:1, 85:7, 86:8,87:19, 87:21, 87:22,87:23, 88:1, 88:2,88:6, 88:8, 88:9,88:10, 88:12, 88:18,88:21, 89:1, 89:8,89:9, 89:18, 90:11,90:14, 90:22, 90:23,91:14, 91:23, 92:3,92:18, 92:23, 93:2,93:8, 93:10, 94:3,94:5, 94:11, 94:15,94:20, 94:23, 95:2,


95:9, 96:24, 97:10,97:13, 97:24, 98:12,98:13, 99:4, 99:6,99:7, 99:9, 99:19,100:24, 101:4, 101:5,101:14, 101:16,102:3, 103:21, 105:2,105:12, 106:17,106:19, 107:17,108:5, 109:3, 109:12,110:4, 110:6, 110:11,110:12, 110:16,110:20, 110:23,112:1, 112:2, 112:3,112:10, 112:11,114:2, 121:8, 121:10,121:12, 121:13,121:14, 121:15,121:17, 126:9,126:17, 127:19,128:19, 130:7, 130:9,130:17, 130:19,130:23, 131:17,132:11, 135:18,136:7, 136:14,136:19, 137:9, 138:2,138:13, 140:5, 140:8,141:3, 141:20, 143:4,143:6, 148:4, 150:8,150:11, 150:14,150:19, 152:14,153:3, 153:13,153:19, 153:23,154:2, 155:5, 155:13,155:14, 155:15,155:16, 157:18,157:20, 157:23,158:10, 162:11,162:17, 162:23,163:6, 165:7, 168:11,168:16, 168:21,169:11, 170:3, 170:6,170:7, 170:8, 170:11,170:15, 171:5, 173:3,175:15, 180:17,180:22, 181:1, 181:2,181:10, 182:1, 182:2,183:7, 187:8, 190:21,190:22, 190:23,191:11, 191:16,191:17, 191:24,192:3, 193:9, 194:18,195:5

Washington [1] -142:19

wasn't [6] - 51:7,94:12, 102:7, 106:7,140:4, 183:18

way [15] - 33:15,37:12, 90:12, 95:13,95:17, 95:21, 97:21,98:11, 98:15, 118:10,146:4, 150:20, 183:8,186:7, 194:8

ways [2] - 97:14,186:22

we [267] - 7:23, 9:21,10:5, 11:20, 11:21,12:4, 15:1, 21:22,22:2, 22:6, 22:19,22:20, 23:4, 23:16,23:17, 24:2, 24:8,24:15, 24:16, 30:3,31:7, 31:9, 31:16,31:17, 32:4, 32:9,33:19, 33:20, 33:23,33:24, 34:6, 34:9,37:7, 38:18, 38:19,40:4, 40:6, 42:16,42:20, 42:24, 45:10,47:18, 48:2, 50:5,51:13, 51:19, 56:20,57:1, 57:4, 58:3, 58:4,58:20, 59:18, 60:4,60:23, 61:1, 61:2,61:22, 61:24, 62:7,62:21, 63:7, 63:15,63:16, 64:8, 64:13,64:22, 65:3, 65:5,65:9, 65:12, 65:17,65:22, 66:2, 67:8,67:13, 67:16, 68:2,68:12, 68:13, 69:16,69:19, 71:12, 71:16,74:24, 75:3, 75:6,76:17, 77:8, 78:2,78:19, 78:20, 78:24,79:2, 79:7, 81:15,81:17, 81:19, 81:24,82:3, 82:9, 82:12,84:20, 84:22, 84:23,84:24, 85:4, 85:15,89:13, 90:7, 90:18,92:1, 92:9, 92:12,92:24, 93:9, 94:4,94:5, 95:17, 95:19,96:22, 96:24, 97:10,97:21, 97:22, 99:6,99:9, 99:17, 99:19,100:18, 102:1, 102:2,102:7, 102:22,102:23, 103:20,104:3, 104:5, 105:13,105:16, 106:12,107:14, 107:21,107:22, 110:4,

110:11, 110:14,111:14, 111:17,115:7, 115:22,116:13, 117:12,118:20, 119:2, 119:4,119:22, 120:19,123:3, 123:23,124:22, 125:16,126:2, 126:8, 127:5,127:7, 127:8, 128:18,128:21, 128:23,130:5, 130:6, 131:14,132:1, 132:6, 132:19,135:16, 136:6, 136:8,136:10, 137:10,137:12, 137:17,137:21, 141:11,141:18, 141:22,142:7, 143:2, 143:5,143:12, 143:16,143:22, 146:19,148:15, 150:21,156:12, 156:13,157:3, 157:5, 157:7,157:13, 158:9, 161:3,161:5, 161:19,165:16, 165:21,166:1, 166:24, 167:3,167:18, 168:18,169:6, 169:8, 169:10,169:12, 170:13,170:14, 171:1, 171:3,171:4, 171:7, 174:6,174:10, 174:11,176:3, 177:17,177:18, 177:21,178:17, 179:6, 180:2,184:1, 184:2, 184:14,186:1, 186:20,186:22, 187:2,190:21, 191:5,191:12, 191:13,191:14, 191:18,191:19, 191:20,192:4, 193:12,193:13, 195:5,195:11, 196:4

We [86] - 10:4, 11:23,21:16, 22:1, 22:4,22:6, 22:9, 22:15,22:23, 22:24, 23:2,23:7, 23:11, 23:14,23:19, 23:22, 24:9,29:16, 30:1, 38:3,45:7, 50:21, 51:11,51:12, 55:3, 57:9,59:15, 60:3, 60:4,62:16, 62:18, 62:19,

62:22, 63:21, 64:1,65:22, 65:24, 69:22,74:5, 75:21, 76:13,81:22, 82:5, 91:21,92:2, 92:10, 95:18,98:9, 102:1, 106:11,109:10, 111:8,112:21, 115:19,118:21, 120:14,130:20, 130:21,130:24, 131:17,132:1, 136:21,137:21, 141:23,146:22, 146:23,148:13, 148:20,154:10, 157:2,157:11, 160:16,160:24, 165:14,169:11, 171:2,171:20, 173:19,174:6, 174:10, 179:5,186:22, 190:11,191:11, 192:1, 192:2

We'd [1] - 97:8we'd [3] - 76:19,

119:4, 137:19we'll [3] - 60:7,

132:13, 174:13We'll [5] - 7:19, 25:2,

69:23, 195:19, 196:1we're [23] - 8:13,

21:10, 30:10, 33:15,61:18, 62:2, 62:6,64:24, 67:14, 75:23,77:13, 77:22, 80:13,105:8, 120:3, 128:17,136:23, 138:4,171:20, 174:21,176:15, 189:14

We're [8] - 8:14,32:8, 81:7, 105:5,120:15, 122:21,144:2, 182:16

We've [1] - 32:10we've [17] - 8:14,

8:16, 21:20, 31:17,32:3, 45:12, 63:15,64:15, 76:1, 78:10,95:11, 124:21, 158:1,158:5, 174:9, 183:19

weather [12] - 106:6,146:17, 146:22,147:1, 147:2, 147:9,147:12, 147:16,161:19, 168:20,169:7, 173:21

Web [6] - 68:7,68:10, 68:12, 68:14,

49

142:3Web-based [1] -

142:3websites [1] - 68:12Wednesday [5] -

41:17, 106:3, 108:5,169:8, 169:10

week [16] - 31:1,31:21, 38:15, 39:4,39:5, 41:5, 43:8,81:16, 110:6, 112:9,136:11, 146:24,191:2, 194:13,194:15, 194:18

weekend [4] - 41:15,106:17, 108:8, 112:17

weeks [1] - 143:20weight [1] - 125:5weighting [2] -

124:5, 124:9welcome [1] - 24:8well [63] - 14:21,

17:9, 19:12, 20:12,28:13, 30:2, 30:12,33:1, 35:24, 36:23,46:19, 47:7, 47:8,47:15, 48:17, 58:13,61:22, 63:11, 63:12,65:21, 67:3, 67:6,69:4, 69:18, 70:16,72:2, 72:17, 72:22,77:15, 80:23, 87:17,90:13, 97:3, 99:8,105:4, 110:5, 116:11,116:14, 131:16,145:5, 151:5, 168:23,168:24, 169:8, 174:2,176:4, 176:12,176:16, 177:4, 177:9,177:11, 178:2, 179:7,184:23, 185:2, 185:4,186:19, 187:4,188:16, 189:21,189:22, 190:6, 195:21

Well [14] - 56:17,74:23, 84:3, 88:8,88:23, 93:6, 96:18,126:2, 131:9, 145:24,185:6, 189:2, 190:20,194:24

went [17] - 82:7,83:22, 84:8, 84:10,84:11, 136:6, 154:14,156:1, 158:13,158:15, 159:8,162:14, 169:12,191:24, 192:1, 193:13

were [131] - 6:15, 7:1,


14:2, 16:9, 16:17,17:15, 17:23, 18:15,18:18, 18:23, 19:15,19:18, 19:23, 20:16,20:19, 20:21, 22:14,28:23, 29:1, 29:9,35:19, 37:2, 38:5,38:14, 39:2, 40:6,41:1, 41:4, 41:10,42:16, 42:23, 43:17,44:5, 44:18, 44:21,50:4, 50:19, 50:21,51:5, 51:11, 51:13,57:10, 58:19, 71:3,75:1, 84:22, 85:10,85:20, 85:21, 86:2,86:3, 86:13, 87:7,87:9, 88:7, 90:5, 91:1,91:7, 91:9, 92:11,92:12, 92:20, 93:1,93:3, 93:4, 93:7,93:10, 93:11, 93:12,93:20, 94:1, 94:7,94:9, 94:16, 94:18,94:20, 94:24, 95:10,95:14, 95:16, 95:17,95:22, 95:23, 97:23,99:8, 101:2, 103:22,103:24, 104:13,104:20, 104:22,105:7, 106:19,107:15, 111:11,111:15, 113:1, 113:9,118:18, 119:13,122:2, 122:15,125:21, 129:22,131:18, 134:1, 135:1,135:16, 137:7,153:20, 158:3,160:21, 164:11,169:7, 169:10, 171:8,175:23, 183:23,184:1, 185:24,190:12, 191:3,191:20, 193:11,193:15, 194:16,196:11

Were [2] - 58:16,187:12

weren't [4] - 112:22,125:21, 125:24,193:14

Werlin [4] - 2:16,2:17, 7:7

WERLIN [1] - 7:6West [2] - 2:7, 13:4Western [1] - 8:5What [32] - 13:21,

29:15, 29:23, 30:9,38:1, 39:12, 61:12,61:18, 64:10, 68:4,70:5, 70:13, 78:10,81:16, 99:9, 108:16,114:14, 121:10,128:10, 138:12,142:14, 147:4, 148:8,150:16, 160:15,164:16, 171:10,174:15, 178:14,187:8, 191:22

what [100] - 8:13,28:11, 28:15, 29:18,31:1, 31:21, 33:23,33:24, 36:15, 38:15,38:24, 40:5, 41:5,41:19, 42:19, 43:9,43:22, 44:20, 45:8,45:9, 51:1, 61:19,63:15, 65:6, 65:17,66:12, 68:12, 69:7,69:11, 69:14, 70:12,74:7, 74:12, 75:6,77:7, 77:8, 78:7,83:13, 83:16, 85:14,89:1, 89:7, 89:13,91:9, 92:3, 94:11,97:6, 100:16, 103:13,104:18, 107:18,109:5, 114:10,115:17, 117:2, 120:2,121:17, 122:15,126:16, 134:8,137:15, 139:17,139:24, 140:1,144:17, 147:17,148:7, 148:20,151:13, 152:6, 152:8,152:17, 156:8,160:17, 160:18,165:16, 168:1,168:19, 170:11,171:19, 171:20,174:23, 177:20,178:1, 178:3, 178:6,179:3, 179:7, 180:4,181:20, 182:7,182:23, 183:3, 183:4,183:11, 183:14,188:2, 189:14,191:15, 194:11

what's [2] - 57:23,183:11

What's [3] - 57:24,130:3, 178:15

whatever [2] - 174:9,180:2

When [10] - 40:16,86:16, 86:20, 86:24,89:11, 143:19,168:22, 170:8, 171:3,192:23

when [47] - 5:3, 34:5,45:17, 50:5, 57:6,58:20, 59:1, 67:8,69:1, 69:21, 77:13,81:9, 82:12, 83:11,83:21, 83:24, 84:15,88:24, 92:20, 92:21,99:22, 101:17,104:13, 106:12,111:2, 111:13, 118:3,119:6, 126:23,129:22, 130:20,131:16, 135:17,143:2, 147:1, 149:11,157:16, 159:22,170:18, 173:17,175:15, 177:10,189:6, 190:19,190:21, 194:9, 194:24

where [33] - 28:23,34:9, 35:15, 35:19,38:5, 39:2, 41:1,41:10, 43:16, 46:7,54:2, 58:23, 60:7,73:24, 76:19, 79:8,91:8, 93:22, 95:5,95:19, 101:7, 103:22,107:12, 112:10,116:22, 142:3,147:14, 174:21,178:7, 180:18, 184:2,184:18, 195:14

Where [2] - 28:24,53:17

whereas [1] - 122:5whether [15] - 25:11,

67:22, 84:1, 93:4,93:14, 93:24, 95:7,97:22, 118:1, 130:3,132:20, 132:22,151:4, 151:7, 153:13

which [82] - 11:1,16:15, 17:4, 17:21,18:9, 20:9, 20:19,29:2, 30:13, 35:20,36:2, 37:9, 41:11,47:17, 48:18, 48:19,51:17, 53:4, 57:13,61:19, 62:21, 63:2,64:6, 64:18, 66:18,69:3, 69:17, 70:9,82:11, 82:24, 85:11,89:14, 89:16, 90:23,

92:16, 99:4, 101:17,103:11, 104:22,105:6, 105:9, 108:12,109:4, 112:15,112:17, 115:1, 115:9,115:18, 116:8,118:20, 124:9,127:11, 128:23,131:3, 131:6, 131:21,136:10, 140:8, 141:8,141:10, 142:2,143:11, 154:23,158:7, 158:19, 160:2,161:5, 163:19,164:19, 166:22,167:18, 170:16,171:21, 178:15,179:13, 181:1,181:18, 185:13,191:24, 195:5

Which [1] - 63:20while [1] - 56:10While [1] - 78:7who [27] - 22:14,

22:16, 25:5, 39:16,39:18, 46:7, 53:6,67:15, 75:4, 75:17,75:18, 76:7, 85:17,85:18, 86:10, 97:18,99:14, 111:19,115:12, 116:2,118:12, 158:2,166:15, 167:15,171:10, 177:9, 177:22

Who [3] - 66:4,85:12, 167:13

whole [9] - 60:18,65:4, 93:8, 100:23,115:16, 186:13,186:24, 188:14,189:12

whom [3] - 88:13,92:3, 196:11

Why [5] - 101:22,125:21, 125:23,154:5, 168:16

why [5] - 102:1,141:1, 161:5, 167:24,168:2

will [96] - 7:12,11:14, 11:23, 12:1,23:17, 24:10, 25:5,25:10, 25:11, 26:11,32:19, 34:2, 45:17,53:4, 53:24, 56:3,57:5, 57:7, 61:2, 61:9,62:5, 62:24, 64:13,65:9, 69:19, 69:21,

50

70:2, 71:14, 72:14,72:15, 73:8, 73:9,75:20, 76:8, 76:22,77:1, 77:20, 78:24,80:19, 80:20, 85:15,90:6, 102:5, 105:14,105:18, 105:22,107:24, 108:7, 111:7,115:19, 116:4, 116:9,116:10, 116:12,116:17, 118:20,118:24, 120:5, 121:5,127:1, 128:12,128:14, 128:15,128:24, 129:1,129:23, 130:3,134:12, 137:16,144:3, 144:6, 145:13,149:17, 151:1, 151:2,151:24, 165:22,167:3, 171:17,176:12, 176:19,176:23, 177:2, 177:3,177:5, 179:5, 179:17,179:23, 180:2,183:13, 185:24, 187:6

Williams [1] - 47:22Wilmington [1] - 3:2wind [2] - 161:21window [3] - 156:13,

156:15, 156:19winter [15] - 4:10,

5:7, 5:17, 8:6, 38:7,108:14, 108:19,126:18, 163:7,163:12, 168:4,173:22, 178:24,181:10

wire [3] - 89:23, 95:5,95:14

wire-down [1] -89:23

wires [4] - 94:6,95:14, 95:17, 95:22

wish [1] - 25:16With [3] - 4:16,

24:15, 32:1with [190] - 4:19,

4:21, 4:24, 5:24, 6:10,7:13, 9:13, 11:12,12:11, 22:19, 23:1,23:3, 23:12, 23:15,24:2, 25:2, 26:17,28:24, 30:3, 30:11,31:11, 31:12, 32:22,33:6, 33:18, 34:7,37:4, 37:8, 38:24,39:16, 39:18, 42:1,


42:17, 44:4, 44:11,44:18, 44:23, 45:1,45:14, 46:12, 46:20,47:5, 48:6, 48:22,48:23, 48:24, 49:7,50:5, 50:18, 50:19,53:20, 56:4, 56:12,56:22, 56:23, 57:2,57:4, 57:6, 57:15,59:5, 59:15, 61:4,61:19, 62:22, 63:13,63:18, 64:8, 64:16,64:24, 65:4, 65:9,65:12, 66:4, 66:19,66:24, 67:7, 69:24,70:23, 71:14, 72:18,74:16, 75:4, 77:7,77:13, 79:3, 79:17,80:5, 81:13, 81:15,81:18, 82:6, 83:4,83:10, 84:13, 85:6,85:10, 87:20, 89:23,91:3, 91:22, 94:11,96:2, 97:11, 97:18,99:8, 99:10, 101:18,104:3, 105:3, 106:4,106:22, 107:17,107:21, 110:10,110:21, 111:10,113:13, 113:21,118:2, 118:11,118:17, 119:1, 119:2,119:3, 119:11,120:16, 122:7, 124:9,125:10, 126:2, 126:6,127:2, 127:9, 128:21,131:3, 132:16, 136:7,137:22, 140:10,140:11, 141:19,142:24, 144:15,145:15, 149:15,151:15, 151:21,156:4, 157:10, 158:6,161:22, 162:1,165:15, 166:8,167:21, 167:22,167:24, 168:4,169:14, 170:12,170:13, 170:24,171:6, 171:18,171:19, 173:6, 174:2,175:1, 177:8, 177:20,178:9, 180:13, 181:3,181:23, 182:18,183:8, 184:6, 184:23,186:20, 187:3,188:14, 188:16,189:8, 191:8, 191:9,

191:12, 195:19within [24] - 31:15,

32:23, 33:2, 33:21,39:24, 45:21, 58:5,61:23, 62:2, 62:5,62:19, 67:11, 71:13,71:15, 71:18, 75:10,79:5, 145:12, 159:7,176:17, 177:24,178:10, 180:16,181:17

without [7] - 21:24,49:4, 50:13, 80:20,129:11, 142:1, 143:11

Without [4] - 34:13,126:7, 134:24, 176:22

witness [5] - 12:1,66:3, 79:19, 139:3,149:5

WITNESS [9] -51:19, 59:14, 66:5,79:22, 80:8, 83:18,139:5, 149:7, 187:10

witnesses [10] -11:24, 12:5, 12:12,24:23, 25:1, 25:4,25:11, 80:6, 120:17,182:19

Work [1] - 24:4work [29] - 13:19,

23:5, 31:10, 44:3,46:22, 58:9, 65:4,65:12, 65:18, 65:20,69:5, 72:18, 77:9,77:14, 79:3, 99:9,99:10, 115:16,127:24, 128:6, 140:9,140:12, 171:15,179:16, 182:7, 191:5,192:22, 195:6

worked [8] - 14:20,22:16, 29:16, 39:15,47:5, 72:2, 80:23,193:18

Workers [1] - 6:18working [24] - 24:16,

29:3, 31:8, 33:6, 37:8,41:2, 63:13, 63:21,64:1, 65:8, 70:17,70:19, 77:20, 79:8,91:9, 91:10, 92:13,93:23, 118:22, 180:3,191:1, 191:2, 193:24

working-line [1] -118:22

works [4] - 10:17,67:5, 126:22, 177:7

worthwhile [1] -

46:10would [215] - 5:19,

9:4, 9:11, 9:15, 9:20,9:21, 12:16, 12:23,13:5, 16:19, 16:21,18:1, 19:1, 20:1, 20:2,20:23, 21:1, 30:21,31:1, 31:2, 31:21,31:22, 33:20, 35:4,35:5, 35:10, 35:14,35:16, 36:24, 37:9,37:11, 38:16, 38:24,40:5, 40:7, 41:5, 41:7,42:19, 43:9, 43:12,43:14, 44:20, 46:2,50:10, 52:10, 52:12,52:14, 52:16, 53:17,55:14, 55:18, 56:17,58:4, 60:14, 60:17,64:5, 64:22, 66:24,68:15, 71:4, 71:12,71:23, 72:4, 73:2,73:4, 73:12, 75:5,76:14, 77:12, 78:5,78:13, 79:4, 79:9,82:11, 84:3, 84:17,84:21, 85:17, 86:10,88:4, 88:23, 89:21,89:24, 90:1, 91:2,91:16, 92:14, 92:15,93:17, 94:9, 94:12,96:24, 97:2, 97:15,98:23, 99:19, 100:2,101:6, 101:10,103:15, 103:17,103:23, 104:1, 104:2,105:1, 105:11, 108:1,111:1, 111:3, 111:18,112:9, 112:15,112:17, 115:15,115:17, 117:11,117:16, 118:11,118:13, 118:18,119:3, 119:13,119:14, 119:15,122:19, 124:19,124:20, 127:3, 129:3,129:6, 129:17, 130:1,130:10, 130:12,131:7, 131:10,131:11, 131:14,131:19, 132:18,133:14, 134:22,134:23, 135:2,135:15, 135:20,135:22, 136:16,136:17, 136:20,137:1, 137:4, 137:11,

137:12, 137:13,137:14, 137:22,138:17, 139:24,140:1, 140:13,140:18, 141:7, 142:5,145:3, 147:22,148:11, 148:20,150:18, 154:1, 154:5,154:8, 154:12,156:10, 156:14,156:15, 159:6,159:13, 163:20,167:19, 167:22,167:23, 168:2, 172:8,172:14, 175:5,175:10, 178:11,178:21, 178:23,179:7, 181:14,182:23, 183:6,183:12, 183:14,183:24, 184:1, 184:2,184:4, 184:11, 185:7,188:7, 189:10, 190:7,190:11, 191:7,194:21, 195:16

Would [12] - 6:6,6:20, 7:4, 12:5, 25:4,46:6, 55:16, 96:16,109:2, 138:22, 172:6,190:17

wouldn't [3] - 58:3,91:6, 97:20

writing [1] - 8:19written [2] - 8:9,

179:19

XX [1] - 197:1

YYardley [3] - 11:2,

12:1, 195:23year [21] - 23:21,

65:11, 122:5, 122:7,122:10, 123:16,123:18, 123:23,124:7, 126:23, 150:7,150:10, 150:13,151:14, 152:2,165:15, 165:20,166:15, 166:17,175:14, 178:21

years [23] - 9:6,11:15, 46:12, 53:22,145:22, 145:24,147:6, 151:23, 152:1,

51

152:5, 155:11,155:12, 155:13,155:16, 155:17,155:21, 155:22,156:1, 156:2, 157:16,159:17

yes [12] - 37:18,73:10, 88:14, 107:5,112:13, 114:3, 139:5,142:13, 152:7,164:15, 186:10,187:14

Yes [130] - 8:22, 9:1,12:4, 14:4, 14:9,14:13, 14:15, 14:17,15:6, 15:14, 16:3,16:12, 16:21, 17:6,17:18, 18:3, 18:7,18:11, 18:18, 19:2,19:6, 19:18, 20:2,20:5, 27:5, 27:13,34:6, 34:13, 36:11,36:14, 37:15, 38:13,39:11, 41:7, 43:5,43:11, 45:4, 46:8,48:15, 48:21, 49:2,49:19, 50:23, 50:24,51:4, 51:21, 51:24,52:8, 54:20, 55:1,55:8, 55:18, 56:1,57:20, 58:8, 74:17,78:2, 81:8, 86:6, 87:9,89:15, 96:6, 96:7,101:21, 102:22,108:10, 108:13,108:24, 109:1, 109:6,109:24, 113:15,114:6, 114:22,120:19, 120:22,121:2, 121:23, 123:9,123:12, 125:15,126:1, 126:13, 128:5,132:1, 133:3, 133:19,133:21, 134:7,134:17, 136:6, 138:3,138:8, 140:22,143:16, 144:9, 146:7,146:19, 149:4, 149:7,149:20, 149:23,150:6, 151:17, 153:9,154:17, 156:6,158:23, 159:3,159:16, 160:9,162:22, 163:16,163:18, 164:2, 165:4,167:12, 169:18,170:4, 172:12,172:15, 172:17,


173:1, 179:1, 181:12,185:5, 185:12,185:18, 187:18

yet [8] - 31:6, 45:1,45:11, 56:6, 62:19,65:22, 76:13, 132:20

you [496] - 6:14,6:24, 8:23, 10:6, 10:9,10:10, 12:13, 12:16,12:23, 13:5, 13:24,14:2, 14:5, 14:6,14:10, 14:18, 14:24,15:1, 15:2, 15:4,15:11, 15:18, 16:8,16:10, 16:13, 16:15,16:17, 16:22, 17:2,17:4, 17:15, 17:16,17:19, 17:21, 17:23,18:4, 18:8, 18:9,18:16, 18:19, 18:23,19:3, 19:7, 19:8,19:15, 19:16, 19:19,19:23, 20:3, 20:6,20:13, 20:14, 20:17,20:19, 20:21, 21:2,21:7, 21:12, 24:17,24:18, 25:10, 25:11,25:21, 26:3, 26:6,26:9, 26:12, 26:13,26:16, 26:17, 26:19,26:21, 26:24, 27:2,27:4, 27:6, 27:8,27:10, 27:12, 27:14,27:16, 27:18, 27:20,27:22, 27:24, 28:2,28:4, 28:6, 28:8,28:10, 28:11, 28:14,28:15, 28:22, 28:23,28:24, 29:1, 29:9,31:1, 31:21, 34:4,34:11, 34:18, 35:2,35:3, 35:4, 35:5,35:10, 35:15, 35:18,35:19, 36:6, 36:9,36:11, 36:24, 37:2,38:5, 38:10, 38:15,39:1, 39:2, 39:9,39:17, 39:20, 40:2,40:10, 40:16, 40:22,41:5, 41:9, 41:10,43:9, 43:16, 43:17,44:7, 44:15, 44:20,45:17, 46:10, 48:6,48:7, 48:10, 48:13,48:14, 48:20, 48:22,49:7, 50:17, 50:18,51:16, 51:17, 52:3,52:5, 52:10, 52:12,

52:21, 53:16, 54:14,54:23, 55:16, 55:22,57:21, 57:23, 58:13,61:5, 61:6, 62:20,63:9, 63:10, 63:20,64:3, 65:14, 65:22,66:4, 66:11, 66:12,66:16, 67:18, 67:22,68:3, 69:1, 69:4, 69:5,69:10, 69:11, 69:12,69:13, 69:14, 69:18,69:21, 70:1, 70:16,70:18, 70:20, 71:5,71:21, 71:24, 72:4,72:8, 72:9, 72:18,72:21, 72:22, 72:23,73:4, 74:1, 74:6, 74:9,75:13, 76:1, 76:6,76:11, 76:21, 77:24,78:17, 79:6, 79:9,79:11, 81:3, 81:5,81:6, 81:9, 82:15,82:19, 82:23, 83:16,83:21, 84:1, 84:17,85:2, 85:18, 86:7,86:10, 86:22, 87:10,89:7, 89:12, 89:15,90:1, 90:5, 90:20,90:21, 93:19, 94:1,94:9, 96:3, 96:8,96:16, 96:19, 97:6,97:17, 98:17, 99:14,99:21, 99:22, 100:1,100:2, 100:16,101:19, 102:10,102:18, 103:4, 104:6,104:8, 104:17,108:11, 109:16,110:8, 110:9, 111:4,111:12, 112:18,113:3, 113:11,113:16, 114:4,114:10, 114:18,114:23, 116:23,116:24, 117:7, 117:8,117:9, 117:19,117:22, 119:6,119:10, 119:23,120:9, 120:19,120:20, 121:3, 121:6,122:18, 123:7,123:10, 124:8, 125:5,126:11, 126:14,126:16, 127:13,127:14, 127:18,128:3, 128:22,129:16, 129:21,130:8, 131:7, 132:8,

133:1, 133:4, 133:8,133:17, 133:20,134:5, 134:15,134:22, 135:3,135:11, 135:22,135:24, 136:17,137:15, 137:20,138:1, 138:9, 138:15,138:22, 139:8,139:10, 139:17,139:22, 140:9,140:10, 140:12,140:20, 140:23,141:1, 142:1, 142:7,143:10, 143:14,143:19, 144:3, 144:8,144:12, 144:16,144:19, 144:20,144:22, 145:7, 145:9,145:11, 146:8,146:13, 146:21,147:6, 148:1, 148:2,148:3, 148:18, 149:2,149:9, 149:11,149:18, 149:21,151:15, 152:8,152:17, 152:20,153:6, 156:4, 156:7,158:18, 158:22,159:9, 159:22,159:23, 160:5, 160:7,160:15, 160:21,161:1, 162:6, 162:20,163:10, 165:2, 165:7,165:11, 165:24,166:9, 168:5, 168:8,168:19, 168:22,170:8, 170:9, 170:18,170:24, 172:6, 172:9,172:16, 172:24,173:16, 173:17,176:19, 177:6,177:10, 177:15,178:5, 178:8, 178:11,178:12, 178:14,178:15, 178:20,179:2, 179:3, 179:11,179:17, 180:6,180:24, 181:3, 181:6,181:9, 181:15,181:20, 181:23,182:5, 182:8, 182:20,182:22, 182:23,183:14, 183:19,183:22, 184:7,184:18, 185:1,185:10, 185:15,185:16, 185:19,

186:3, 186:5, 186:11,186:19, 187:9,187:12, 187:16,188:2, 188:5, 188:6,189:6, 189:7, 189:9,189:10, 189:15,189:16, 189:18,189:20, 190:2, 190:3,190:5, 190:12,190:17, 191:22,192:19, 192:23,193:5, 193:19, 194:3,194:6, 194:13

You [29] - 35:13,52:14, 53:3, 56:2,68:22, 69:9, 71:20,72:2, 73:2, 77:2,100:10, 121:17,132:3, 134:15,140:14, 140:15,140:16, 145:12,147:9, 148:1, 168:24,169:2, 169:3, 177:7,182:19, 188:11,188:18, 189:22,190:12

You'd [1] - 71:22you'd [3] - 132:7,

135:21, 159:20you'll [1] - 77:2you're [18] - 70:24,

74:12, 76:6, 111:23,116:23, 135:17,148:23, 175:9, 179:9,179:11, 181:20,184:22, 186:14,186:15, 189:7,189:21, 189:22,194:10

You're [1] - 188:21you've [9] - 30:5,

43:2, 76:3, 103:12,106:22, 117:5, 119:7,129:14, 193:17

your [118] - 8:20,12:6, 12:16, 12:17,12:23, 12:24, 13:5,13:6, 13:11, 13:12,13:16, 13:21, 16:10,16:19, 16:22, 16:23,17:16, 18:1, 18:4,18:5, 18:16, 19:1,19:3, 19:4, 19:16,20:1, 20:3, 20:4, 20:6,20:14, 20:23, 21:2,21:3, 29:18, 30:6,30:16, 30:21, 31:1,35:3, 35:16, 36:24,

52

37:16, 37:22, 38:11,38:15, 39:12, 40:11,40:16, 40:23, 41:5,41:19, 43:3, 43:9,43:22, 44:12, 44:16,44:20, 52:22, 55:10,61:6, 62:10, 63:24,64:10, 72:13, 72:21,73:2, 86:6, 90:16,94:22, 104:18,110:19, 111:7,114:23, 114:24,116:24, 119:7,125:23, 127:23,128:6, 130:3, 133:8,133:22, 139:22,142:6, 146:15, 147:9,147:17, 149:10,151:16, 159:17,160:1, 178:14,178:16, 179:11,179:15, 180:6,180:10, 180:12,180:13, 181:4,181:13, 183:7,183:14, 184:6,184:23, 185:19,190:4, 190:5, 190:17,192:21, 194:19,194:21

Your [1] - 40:10

Zzero [2] - 190:23,

191:8

commonwealth of massachusetts department of … dpu transcripts... · 2009-05-15 · 5 might i just...

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